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
How to create a note
- Go to the Trust channel and open the complaint you want to manage
- In the complaint page, find the Case notes
- Write your internal comments or updates
- Click on Submit
- Once saved, your note is encrypted and securely stored—only complaint managers with the proper permissions can view or edit it
How to edit a note
- Click on the three dots (…) at the right end of the note
- Select Edit
How to soft-delete a note
- Click on the three dots (…) at the right end of the note
- 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 authorised complaint managers.
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Can deleted notes be recovered?
Yes, since deletions are soft-deleted, authorised 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.