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Document Control / Procedures

  • QALITV
  • Sep 9
  • 1 min read

Updated: Sep 14

No copy of complaints submitted /

Restricting evidence


Companies: 


1 / Issue:


There is an ongoing issue in the UK market where clients submit a submission/complaint to a business via their required medium, for example, an online form or a chat, and in return they are not receiving a copy of their own submission/complaint.


Companies send an email that 'your message has been received', but there is no track or a record for the client of the actual submission/complaint made.


This kind of practice is unacceptable, as there is no full track record of the submission and a response from a company available to a client.


It creates confusion for clients as they are not able to easily track how the response received is relevant to their original submission sent.


By implementing this kind of Procedures, companies restrict evidence available to clients.


2 / Solution


A copy of  submission/complaint submitted on a company website or through their chosen medium should be always send to a sender via email for their own records.


This is a standard practice in Document Control and Quality Assurance that should be implemented by any company or service provider.


All parties involved in any communication must have access to the same information at all times.


3 / Has been QALITV approved: NO



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