- Go to Complaints and click + Log complaint.
- Enter the date it was received, how it came in, who made it and what it's about.
- Loup works out the acknowledgement and full response deadlines (in working days) and warns you before they're missed.
- As you go, record when you acknowledged it, who is investigating, the investigation notes and any letters or documents.
- When it's resolved, record the outcome (upheld, partly upheld or not upheld), the response date, whether the complainant was satisfied, and the lessons learned — then set the status to Closed.
Set the timescales from your own complaints policy in Settings → Weekly email summary, complaints and notifications. Complaints are never deleted, so you always have the full record.
For inspection
The Complaints page shows how many are open, overdue and upheld, and the percentage answered on time. Print gives a one-page record of any complaint.
Letters
Click ✨ Draft acknowledgement letter or ✨ Draft response letter (after recording the investigation and outcome). Read the letter, fill in anything in [square brackets] using the checklist, then Copy, Print on your letterhead, or Keep with this complaint. Press Save to keep it.
Still stuck? Contact support or speak to your customer manager.