Handle a complaint

Roles: Complaints officer or KPZ administrator.
Where: Complaints (/admin/complaints). Administrators can also view complaints from a member record.

User story: I want to record an issue against the correct member and keep its handling status up to date.

Register a case

1. Search for the member organisation in the member selector.
2. Select the correct organisation. Its complaint file appears below the selector.
3. Select Register complaint.
4. Choose the type: report, complaint, or dispute.
5. Enter the received date, provider-informed date where applicable, and relevant notes.
6. Save and check for the new record in that member's list.

Expected result: The selected member has a new case with its reference, type, date, and status. Select the organisation before creating the case so it is attached to the correct file.

Update an existing case

1. Select the member and locate the case; use pagination if necessary.
2. Use Edit complaint to correct the type, dates, status, or notes.
3. Use the status-change action when moving the case through open, in progress, completed, or withdrawn.
4. Complete the fields requested by the form, save, and check the updated row.

Expected result: The case shows the saved details and handling status. A completed or withdrawn complaint remains part of the member's history.

Access and visibility

Complaints officers use this focused workspace and cannot use general member, billing, or settings administration. Umbrella administrators see aggregate counts in Complaint summary, not individual case details.

If the list is empty, check that the correct member is selected. If saving fails, correct the displayed errors and verify the current record before retrying.