Evaluate the Outcome Complaints should be followed up at one or two regular intervals. This may range from a few days to several months after resolution, depending on the nature of the complaint. If the problem is recurring, or the agreed-upon solution was not put into effect, it may be necessary to reopen the investigation. At this point, you should determine what went wrong and take further action. If the complaint resolution has been successful and the case remains closed, you can elicit feedback about the process and outcome from the complainant. There are two factors you should keep in mind while attempting to resolve a complaint: 1. Some complaints cannot be resolved. This can happen in spite of a thorough investigation, unquestionable verification, and a wise and persistent course of action during the resolution process. 2. Complaint resolution is not always clear cut. a. In some cases, a problem will go away, and then reappear. b.
In other situations, some parts of the problem will be taken care of, but not others.
c.
In some instances, the complainant will not be completely convinced that the situation is as good as it should be. At other times, the complainant will say that everything has been solved, regardless of your desire to pursue the matter further
d.
Most cases become less “black and white� the more they are examined; so it is possible that you will handle many cases that you can call only partially resolved.