---
title: Creating a Complaint
description: "The Complaints module logs customer complaints from the day they are received to the day they are closed. Each complaint records the customer's details, what the complaint is about, who is handling it and how it was resolved. **Note:** **Applies…"
url: "https://support.symbiant.co.uk/kb/creating-a-complaint/"
updated: "2026-10-30"
category: Complaint Basics
tags:
  - Add
---

# Creating a Complaint

The Complaints module logs customer complaints from the day they are received to the day they are closed. Each complaint records the customer's details, what the complaint is about, who is handling it and how it was resolved.

**Note:** **Applies to:** users with a Complaints role that can create records.

## Opening the Complaints Module

1. In the left menu, select **Complaints**. The page shows charts by status and type, a resolved analysis, and the list of complaints.

![Complaints selected in the left menu](https://support.symbiant.co.uk/wp-content/uploads/2026/10/creating-a-complaint-01-menu.png)

1. Click the **+** icon at the top right.

![The + icon at the top right of the screen](https://support.symbiant.co.uk/wp-content/uploads/2026/10/creating-a-complaint-02-add.png)

## Entering the Case Details

1. The **Reference** is given automatically when you save. Enter an **Agreement Number** if the complaint relates to one.
2. **Received Date** defaults to today. Change it if the complaint arrived earlier, and set a **Deadline** for the response.
3. Leave **Closed Date** blank until the complaint is closed.
4. Choose the **Status** (new complaints start as **Open**) and the **Type** of complaint, such as Billing or Service.
5. The **Case Handler** defaults to you. Add or remove users as needed.

![Received Date, Deadline, Closed Date, Status, Type and Case Handler filled in](https://support.symbiant.co.uk/wp-content/uploads/2026/10/creating-a-complaint-03-case.png)

## Entering the Contact Details

1. Under **Contact Details**, enter the customer's **Name**, **Company**, **Address**, **Email** and **Phone**.

![The Contact Details section filled in](https://support.symbiant.co.uk/wp-content/uploads/2026/10/creating-a-complaint-04-contact.png)

## Describing the Complaint

1. Enter a **Summary** of the complaint. This is the only required field.
2. Choose the **Divisions** the complaint relates to.
3. Fill in the drop-downs that apply: **Customer Type**, **Service Level**, **Root Cause**, **Staff Name**, **Department**, **Facility**, **Product Type** and **Finance Company**. Turn on **Regulated Agreement** if the complaint is about a regulated agreement.
4. Add any notes in **Commentary**.

![Summary, Divisions, the complaint drop-downs and Commentary filled in](https://support.symbiant.co.uk/wp-content/uploads/2026/10/creating-a-complaint-05-details.png)

**Tip:** If a drop-down has no values to choose from, ask an administrator to add them. The lists are under **Complaints** in the left menu (for example **Customer Type** or **Root Cause**). See [Creating Dropdown Option Selections](https://support.symbiant.co.uk/kb/creating-dropdown-option-selections/).

## Resolution Details

Fill in **Resolution Details** when the complaint is resolved. You can leave them blank for now.

- **Resolution**: choose **Upheld** or **Not Upheld**.
- **Compensation** and **Redress**: any amounts paid to the customer.
- **Vulnerable Customer**: turn on if the customer is vulnerable.
- **FOS Referral**: turn on if the complaint has been referred to the Financial Ombudsman Service. Symbiant asks you to confirm first.

![The Resolution Details section](https://support.symbiant.co.uk/wp-content/uploads/2026/10/creating-a-complaint-06-resolution.png)

## Saving the Complaint

1. Click **Save** at the top right.

![The Save button at the top right of the form](https://support.symbiant.co.uk/wp-content/uploads/2026/10/creating-a-complaint-07-save.png)

The complaint opens on its **Overview** tab, showing how many days it has been open. The other tabs let you edit the complaint, add reviews and actions, send emails and add attachments.

![The complaint tabs and the days open on the Overview tab](https://support.symbiant.co.uk/wp-content/uploads/2026/10/creating-a-complaint-08-overview.png)

The complaint also appears in the list on the Complaints page.

![The new complaint in the Complaints list](https://support.symbiant.co.uk/wp-content/uploads/2026/10/creating-a-complaint-09-list.png)

## Related Articles

- [Complaint Emails](https://support.symbiant.co.uk/kb/32166/)
- [Creating Dropdown Option Selections](https://support.symbiant.co.uk/kb/creating-dropdown-option-selections/)