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File a Complaint on a Lead

Goal: Formally record a lead's complaint so it is tracked, routed to the right person, and resolved with a documented outcome. Who does this: Agent raises the complaint · Compliance (or a manager) resolves it Before you start: Complaint types must be configured before you can file one. If the type dropdown in the form is empty, ask your manager to set up Lead Complaint Types. You need access to the lead's profile to raise a complaint.

Steps​

  1. Agent Open the lead profile. Go to Leads → General, find the lead, and click their name.

  2. Agent Click Create a Complaint. In the profile's action area, select Create a Complaint. A form will appear.

  3. Agent Fill in the complaint details. Select the Lead Complaint Type that best matches the issue (for example, "Service Issue" or "Incorrect Information"). Add a clear description of what happened and click Submit.

  4. Agent Confirm the complaint is logged. The complaint is now in the system and visible to the manager or compliance team. You may add follow-up comments to the complaint record as new information comes in.

  5. Compliance Review the complaint queue. Navigate to Complaints in the main sidebar to see all open complaints. Click on the complaint to read the details and add a comment if clarification is needed. See Managing Complaints.

  6. Compliance Resolve or dispute the complaint. Once investigated, use the Resolve button to close the complaint. When resolving, select the Resolution Type (the broad outcome category — e.g., "Rejected") and the specific Resolution (the detailed reason — e.g., "Incomplete Profile"). Use Dispute if the complaint requires further escalation or is contested.

What happens next​

Once resolved, the complaint is closed and the chosen resolution is recorded against it. The agent who filed it can see the outcome in the lead's activity history.

To verify: open the lead profile and check the Activities tab — the complaint creation and resolution will both appear in the log. In Complaints, the status should show as Resolved.

For the resolver's full workflow, see Take a Complaint Through to Resolution.