For each complaint received, we will keep a record of:
a) the date on which the complaint was received; b) how the complaint was made (for example, by email or by phone); c) the identity of and contact details of the complainant; d) a description of what the complaint is about; e) all communications made or received between us and the complainant regarding the complaint, including, as a minimum:
i. the date on which the communication was made or received; ii. how the communication was made or received (for example, by email or by phone); iii. a description of what was contained in the communication (for example, advice given and/or action proposed to be taken and/or action agreed with the complainant to be taken, to resolve the complaint); iv. copies of any written communication; and v. the date on which the complaint was resolved or otherwise closed.