Customer complaints handled informally — by phone, email, or verbal exchange — leave no reliable record of what was reported, how it was investigated, or what was done to prevent recurrence. When a complaint resurfaces, or when a pattern of similar issues needs to be identified, the information required to respond effectively is scattered across inboxes and memory rather than in a structured, searchable system.
The Customer Complaint template for SharePoint, built with Infowise Ultimate Forms, provides a complete complaint management system — from initial registration through root cause analysis, initial response, and preventive measures — with every stage documented in a single, auditable SharePoint record.
How it works
Complaint registration
Customer complaints are captured through a structured form that records all the information needed to initiate an investigation — customer details, the nature of the complaint, the product or service involved, and the date and circumstances of the issue. Screenshots and supporting documents can be embedded directly in the complaint record, giving the investigating team the full picture without needing to request additional information.
Root cause analysis
Once a complaint is registered, the record includes dedicated sections for documenting the investigation and identifying the root cause. The investigating team records their findings directly within the complaint form — what caused the issue, which process or system was involved, and what contributing factors were identified. This structured approach ensures that every investigation is documented consistently, regardless of who conducted it.
Initial response documentation
The template includes a dedicated section for documenting the initial response steps taken to address the customer's complaint. What was communicated to the customer, what immediate action was taken, and when — all captured in the same record as the complaint itself, creating a clear chronological account of how the issue was handled from first contact to resolution.
Preventive measures tracking
Beyond resolving the individual complaint, the template supports the documentation and tracking of preventive measures — the process changes, system updates, or training actions taken to reduce the likelihood of the same issue recurring. Each preventive measure is recorded with an owner and tracked to completion within the complaint record, closing the loop between complaint and improvement.
What you get
- A structured complaint registration form supporting embedded screenshots and document attachments
- Dedicated sections for root cause analysis, initial response documentation, and preventive measures tracking
- A complete, chronological record of every complaint from submission to resolution — auditable and searchable
- All complaint data stored in a standard SharePoint list, accessible to authorized staff without switching systems
- Configurable columns and sections to match your organization's complaint handling process and terminology
- Extendable with automated notifications, assignment rules, and escalation alerts using Ultimate Forms
- Free for all Ultimate Forms customers, installed automatically with a single click
Built on standard SharePoint lists
The Customer Complaint system is built entirely on standard SharePoint lists. There is no external data storage and no custom interface. All complaint records, investigation notes, and preventive measure documentation stay inside your SharePoint environment, governed by your existing permissions and data policies. The system can be extended or adapted at any time in the browser by the administrator who manages the site.
Read detailed installation instruction.
