---
title: Work on a complaint case
description: Work on a complaint case to provide additional information, ensure that any outstanding tasks are completed, and resolve the customer complaint.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/financial-services-complaint-management/work-complaint-service-case.html
release: australia
product: Financial Services Complaint Management
classification: financial-services-complaint-management
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Use, Complaint Management, Common applications, Financial Services Operations \(FSO\)]
---

# Work on a complaint case

Work on a complaint case to provide additional information, ensure that any outstanding tasks are completed, and resolve the customer complaint.

## Before you begin

Role required: sn\_bom\_compl.agent or sn\_bom\_compl.agent\_connector

**Important:** For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see [Roles and Personas](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/fso-combine-csm-industry-roles.md).

## About this task

When a customer or branch worker submits a complaint, a complaint service case is created and assigned to a complaint agent. When the complaint agent starts working on this case using the case playbook, the corresponding workflow is triggered. The flow triggers various tasks from the case and the assignment rules route these tasks to the appropriate back-office teams or agents. These tasks appear in the **Tasks** tab and sometimes within the playbook itself.

Use the case playbook that provides the activities and tasks to research and resolve the complaint. You can also create and assign tasks as needed and use the playbook to communicate with the customer.

## Procedure

1.  Navigate to **All** > **Financial Services Operations** > **Workspace**.

2.  Select the lists icon \(\[Omitted image "inline-data-vis-96px-list.png"\] Alt text: lists icon\).

3.  In the **Lists** tab, under **Complaint service cases**, open the case list.

    -   For your assigned cases, click **Assigned to me**.
    -   For all complaint cases, click **All**.
4.  In the list, select which case you want to work on.

    If you want to work on a case that isn't assigned to you yet, you can assign it to yourself by selecting **Assign to me**.

5.  Select the **Playbook** tab.

6.  Use the playbook lanes and activities to resolve the complaint.

    Any tasks generated during playbook activities appear in the **Tasks** tab of the case.

    **Note:** For information on complaint case field descriptions, see [Field descriptions for a complaint case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/financial-services-complaint-management/fso-complaint-form-fields.md).


## What to do next

Inform the customer about the case closure.