Complaint statuses — configurable status labels for the complaint lifecycle
Last updated: July 12, 2026 by Steve
Complaint Statuses
Complaint statuses are the labels a complaint or appeal carries as it progresses. The lifecycle stages — Active, In Review, Submitted, and Closed — are fixed, but you configure the status labels within them so the status chip and sidebar dropdown read the way your office describes each phase.
(screenshot placeholder — capture: the Complaint statuses list grouped by lifecycle stage)
Where to Find It
Open Settings from the app toolbar and choose Complaint statuses in the Privacy configuration group. This group is visible only to users who hold the relevant privacy configure permission.
Stages and Status Labels
| Stage | What it represents | Example statuses |
|---|---|---|
| Active | The complaint is being investigated and prepared. | Registered, Investigating |
| In Review | A representation sign-off review is running. | Under review |
| Submitted | The institution's representation has gone to the regulator. | Submitted |
| Closed | The matter is resolved. | Closed |
| Field | Details |
|---|---|
| Label | The status name, translatable across your active languages. |
| Stage | The lifecycle stage the status belongs to. |
How It Affects Complaints
- The Overview sidebar Status card shows the current status and stage. When several statuses share the current stage, staff can quick-change between them from the dropdown; cross-stage movement uses the guided Next step action.
- The lifecycle rail shows Active → In Review → Submitted → Closed. In Review counts as reached only when a representation sign-off review actually ran.
- Submitted is shown skipped for direct-to-institution complaints that never go to a regulator.
Best Practice
Give each stage at least one clear status label, and remember that movement between stages is action-driven — statuses let staff signal progress within a stage, not jump the record across the lifecycle.