When investigating a complaint, every piece of documentation matters. Investigators will review all records and may take additional statements. If the complaint escalates, reviewers at the next stage—or even at bodies like ISCAS or the PHSO—will scrutinise the complaint file in detail.
Missing records, poor note-taking, or undocumented verbal responses can make investigations difficult and risk damaging organisational credibility. In fact, both ISCAS and the PHSO frequently note that poor record-keeping undermines provider responses.
TIPS to strengthen your complaint handling:
- Document all communications and decisions, including informal conversations and phone calls.
- Copy the complainant into records of conversations so they can review, agree, or challenge.
- Keep everything in the complaint file in chronological order.
- Consider filing electronic copies with the date first in the filename (e.g., 250823 Mrs X Response Letter) to maintain proper order.
Strong, clear documentation isn’t just best practice — it’s your organisation’s defence.