Overview
The Complaint Case Notes feature allows complaints managers to document every step of a complaint directly in Factorial. Each note is encrypted to protect sensitive information, ensuring that only designated complaints managers can view or manage the content.
When and why to use it:
Use case notes whenever you need to document progress, decisions, or actions related to a specific complaint. Keeping all information in one secure location helps maintain compliance with data protection laws, improves internal collaboration, and enhances transparency in complaint handling.
How to Use
- Go to the Trust Channel and open the complaint you want to manage
- In the complaint page, find the new Case Notes section
- Click on Add Note and write your internal comments or updates
- Once saved, your note is encrypted and securely stored—only complaint managers with the proper permissions can view or edit it
Edit a Note:
If you need to update the information, click Edit next to the note.
Soft-Delete a Note:
To remove a note without permanently deleting it, click Delete. The note will be hidden but can be recovered if necessary.
FAQ
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Who can access the complaint notes?
Only complaint managers with assigned privileges can access, edit, or delete notes.
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Are notes visible to the complainant?
No, case notes are strictly internal and visible only to authorized complaint managers.
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Can deleted notes be recovered?
Yes, since deletions are soft-deleted, authorized users can restore notes if needed.
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Are the notes encrypted?
Yes, all notes are encrypted at the storage level, ensuring complete confidentiality—even Factorial employees cannot access them.