Greater control across every complaint
Iken gives Complaints Teams the structure to manage investigations consistently, meet response deadlines and coordinate work across services, while providing the oversight, evidence and reporting needed to support accountable complaint handling.
Complaint Management
Keep every complaint
on track
Manage each complaint through a structured case record, bringing together its stage, actions, deadlines and outcomes. Give teams a clear view of what needs to happen throughout the investigation and response process.
Outcome
Greater Control
Process Consistency
Handle complaints more consistently
Use configurable workflows to guide teams through agreed complaint stages, actions and decisions. Support a more consistent approach while retaining the flexibility needed to manage complaints that require different routes.
Outcome
Consistent Handling
Deadlines & Actions
Stay ahead of response deadlines
Assign actions, monitor response dates and track progress throughout the complaint. Help teams identify what needs attention and reduce the risk of deadlines or important actions being missed.
Outcome
Timely Responses
Evidence & Records
Build a complete complaint history
Keep evidence, correspondence, investigation notes, service responses and outcome documents connected to the complaint, creating a clear history of the information and how the case progressed.
Outcome
Defensible Records
Reporting & Insight
Turn complaint data into insight
Use structured complaint information to report on volumes, response performance, outcomes and recurring themes. Give managers clearer insight into workloads and service performance while supporting wider organisational learning.
Outcome
Clear Oversight
Cross-Service Working
Coordinate responses across services
Manage complaints that require input from teams across the organisation. Keep requests, contributions and actions connected to the complaint so the team can coordinate progress without losing sight of ownership.
Outcome
Better Coordination
IKEN CONNECT
Keep Complaints Teams and service teams connected
Complaints often depend on information, documents and updates from teams across the organisation. Iken Connect keeps collaboration secure and connected to the case.
Secure document sharing
Share documents and information with the relevant people.
Connected communication
Keep messages, updates and actions associated with the case.
Controlled collaboration
Work with relevant internal and external participants while maintaining appropriate access to shared case information.
Explore Iken Connect
IKEN CONNECT
Service Departments
Complaints Officers
Service Managers
Residents
Ombudsman Services
From manual administration
to workflow-led complaint management
With constrained resources and tighter response times, Wiltshire Council’s Complaints Team needed greater control over case management and less reliance on manual administration. Moving to a dedicated Iken Cloud system enabled the team to build workflows around its own processes, centralise complaint records and generate reporting directly from workflow data.
Reduced administration
Better case visibility
More reliable reporting
“We’ve reduced admin, improved accuracy, and we’re responding faster to complaints.”
Jed Matthews,
Wiltshire Council Complaints Team
VISIBILITY & ACCOUNTABILITY
COMPLAINTS CASEWORK
One system for the breadth of complaints work
Ready to see Iken in practice?
Short, no-obligation conversation
Corporate Complaints
Manage formal complaints through investigation, response and resolution with clear ownership and structured case histories.
Stage 1 complaints
Stage 2 complaints
Corporate complaints
Escalated complaints
Repeat complaints
Complaint Investigations
Support complaints requiring more detailed investigation, evidence gathering and input from services across the organisation.
Evidence gathering
Service information requests
Complaint investigations
Findings and decisions
Supporting correspondence
Resolution & Escalation
Manage complaints as they progress towards resolution or require further review and external scrutiny.
Complaint responses
Escalation reviews
Resolution actions
Ombudsman enquiries
Outcome records
Performance & Governance
Maintain the information needed to understand complaint handling, demonstrate accountability and support organisational oversight.
Response deadlines
Complaint outcomes
Complaint themes
Service performance
Audit histories
FAQs
Frequently Asked Questions
What is complaints case management software?
Complaints case management software helps teams manage formal complaints from receipt through investigation, response, escalation and closure. Iken Cloud provides a structured case record for complaint information, correspondence, documents, actions and outcomes, with configurable workflows helping teams manage each stage consistently and keep cases progressing.
What types of complaints can be managed in Iken?
Iken can support different types and stages of complaint casework, including corporate complaints, Stage 1 and Stage 2 complaints, escalated complaints and cases requiring more detailed investigation. Workflows can be configured around different complaint processes rather than requiring every case to follow the same route.
How does Iken help teams manage complaint investigations?
Iken helps Complaints Teams structure investigations by guiding users through defined stages, actions and information requirements. Evidence, correspondence, service responses and investigation information can remain connected to the complaint as it progresses. Wiltshire Council uses structured workflows to capture key information while retaining flexibility for more complex complaints.
Can Iken be configured around our existing complaints process?
Yes. Iken workflows, templates and terminology can be configured around the way your Complaints Team works and adapted as requirements change. Wiltshire Council, for example, manages its own workflows and processes in Iken Cloud and describes the flexibility to design workflows around the needs of its team.
How does Iken support complaint governance and auditability?
Iken helps create a structured history of complaint activity by keeping case information, correspondence, documents, actions and decisions associated with the relevant record. This provides clearer accountability over how a complaint has been handled and supports the audit and governance requirements associated with formal complaint casework.
Can Complaints Teams collaborate with other council services?
Yes. Complaints frequently require information and action from teams elsewhere in the organisation. Iken supports shared case working, while Iken Connect works alongside Iken Cloud to support secure sharing of case information, documents, updates and actions with relevant internal and external participants, helping reduce fragmented communication.
How does Iken help manage sensitive complaint information?
Iken supports controlled access to case information so sensitive complaints data does not need to be visible to everyone using the system. Wiltshire Council specifically moved to a dedicated Iken Cloud environment that allowed its Complaints Team to separate sensitive data from Legal Services while managing its own processes and terminology.
Can Iken report on complaint performance and KPIs?
Yes. Structured workflow and case data can be used for reporting on complaint activity and performance. Wiltshire Council generates reports directly from its workflow data to support annual reporting and scrutiny requirements, improving confidence in complaint data while reducing manual reporting work.
Does Iken integrate with other systems and everyday tools?
Yes. Iken supports integrations with common productivity and document tools, including Microsoft 365 applications such as Outlook, Word and Excel, as well as Google Workspace and Bundledocs. API access can also support connections with additional third-party applications, depending on organisational requirements.
Can Iken help Complaints Teams meet response deadlines?
Yes. Configurable workflows can support SLA tracking, alerts, assigned responsibilities and real-time monitoring so teams can see where complaints are in the process and identify actions requiring attention. Wiltshire Council reports that its workflow-led approach has helped the team meet response times even as deadlines have shortened.
Security & Compliance
Secure, Reliable, and Built for Public Sector Compliance
Iken Cloud provides secure case management for sensitive complaints work, with controlled access, audit trails and UK-based cloud hosting to support information security and organisational governance.
ISO 27001 Certified
ISO 27001-certified information security management supporting the protection of sensitive complaint and organisational information.
UK Government & Public Sector Approved
Designed to meet regulatory and security requirements.
Secure Cloud Hosting & Access Controls
Hosted in UK-based industry-leading data centres for maximum security.
BOOK A DEMO
See how Iken could work for your Complaints team
Explore how Iken helps Complaints Teams manage investigations, coordinate responses and maintain clear oversight of deadlines, actions and outcomes.
Short, no-obligation conversation
