25 of February, 2025

The implementation of complaint channels in companies is a relatively recent development. Therefore, it’s normal for you to wonder who’s in charge of managing the complaint channel.

In this article, we’ll also go into detail on some of the requirements and duties of the person managing this channel. Lastly, we’ll give you some tips on the best way to manage a complaint channel for businesses with Sesame HR.

Management of the complaint channel

The complaint channel is usually managed by the company’s person in charge. However, only one in five complaints actually reaches him. Moreover, the investigative team only acts in 24% of cases.

The main reason for this situation is a lack of knowledge about the complaint channel and mistrust towards formal channels.

Other reasons include the perception that the problem won’t be resolved or difficulty in contacting the person in charge.

If you want to resolve these types of issues, it’s crucial that you know your responsibilities as the manager of the complaint channel. Additionally, you must ensure that the complainant is protected against any kind of discrimination.

People involved in a complaint channel

You’re interested in finding ways to improve the management of the complaint channel directive. You might be asking tough questions about the complaint process, such as whether it really works or not.

To do this, first keep in mind that several people are involved in the complaint process:

The first is the complainant themselves, who communicates their concerns to someone they trust within the company.
The second is the accused, the person accused of misconduct. They have the right to know the charges against them and to be able to respond to them.
The third is the person in charge, responsible for managing the complaint process. They must ensure that all complaints are properly investigated and maintain confidentiality of all the information and of the complainant.
Lastly, there are the investigators, who are in charge of examining the complaints and gathering evidence.

Naming a manager for the complaint channel is mandatory in Spanish companies.

This person must ensure that all complaints are correctly investigated and that employees are protected against retaliation. They must also maintain the confidentiality of all information.

In any case, now we’ll look a little closer at the profile of these four people involved.

Complainant

When a problem is detected in a company, the first step is to go through the appropriate channels to report it. This is known as the whistleblowing directive. In Spain, there are specific individuals who manage this process.

The complainant is the person who reports the problem. They can be an employee, a client or a provider. They need to follow the appropriate channels to report the problem. This includes filling out a form and indicating their name and contact information.

However, their privacy must be protected so that this complaint cannot have future consequences for them. Especially in their relationship with the person or people reported.

Accused and investigative team

Who is the accused in the management of the complaint channel? The accused is the person against whom a complaint has been made, and is the main target of the complaint system.

The manager of the complaint channel must ensure that the accused receives proper notification and has the opportunity to put forth a reasonable defense. At the same time, the rights of the complainant must be protected.

This means that the investigative team must also treat each party involved with respect, equality, and professionalism. This team will need to work closely with the manager of the complaint channel.

Their role is to examine complaints and collect evidence that proves or refutes the complaint.

Manager of the complaint channel

Who has the responsibility of managing the complaint channel within a company? The specific regulations indicate that there must be at least one designated person to manage the complaints channel.

The manager must be informed and prepared to properly perform their function, even to assume a decisive position in matters related to the channel.

The main goal of the designated manager is to ensure the correctness in all respects of the process related to the complaint channel. This includes any known or unknown conflict situation that may arise.

Moreover, the person in charge of the channel is obligated to ensure the confidentiality of the involved parties: the complainant, the accused, and the members of the investigative team.

With software like Sesame HR, you can appoint a person in charge to keep all these matters under control. You can also take advantage of a secure, practical, and reliable platform.

Appointing a manager for the complaint channel

The manager of the complaint channel is crucial in ensuring that all incidents are handled correctly.

It’s advisable for the person in charge to be an internal or external person, with an adequate level of knowledge, impartiality, and support for making decisions in case of incidents.

Let’s take a closer look at these requirements.

Requirements for managing the channel

The selected personnel for this position will be asked to have a good knowledge and understanding of the regulatory environment as well as previous experience in proper application and implementation.

The person will have the responsibility of managing the complaint channel, which involves answering questions related to the complaint procedure and managing investigations related to received complaints.

As well as ensuring that the rules on data protection are properly implemented.

On the other hand, it’s worth noting that the good practices code for handling complaints in Spain recommends the implementation of a reliable and secure system to ensure that complaints can be properly processed.

These are some key questions to consider:

How to protect the personal data of the complainant and the accused?
Who needs to be part of the investigative team?
How to establish processes that ensure impartiality?
What obligations does the manager of the complaint channel have?

At Sesame HR, we take this area very seriously. Our goal is to offer you the best way to manage your whistleblowing channel: facilitate the receipt, processing, and timely response to complaints.

Obligations of the complaint channel manager

Once you’ve appointed a manager for the complaint channel, they will assume the following obligations:

Look after the interests of the complainant.
Ensure the protection of data related to the complaint channel.
Manage the investigative team.
Perform all necessary administrative tasks.

Additionally, the person in charge of the complaint channel will be responsible for informing the executive and administrative committees about the results and conclusions obtained through the channel.

Finally, the person in charge will have to ensure that all legal requirements are met and that the work is carried out in compliance with all established processes.

This way you can be sure that your company is up to date with all the documentation required by law.

Managing the complaint channel with Sesame HR

With Sesame HR, the management of the complaint channel is simplified. This software includes features such as:

A notification panel that sends alerts to administrators when a complaint is received.
Monitoring tools for conducting audits and detailed analyses.
Advanced functions for case tracking.
A platform with a high degree of privacy and data security.

Remember. When it comes to the management of the complaint channel of irregularities, it’s important to designate a responsible person who can handle all the complaints.

This person must be responsible for ensuring that all complaints are treated confidentially and that all relevant information is shared with the proper personnel.

Does your business still need a complaint channel? At Sesame HR, we can help. Download this feature from our HR software for free. With this tool, your employees can confidentially report any irregular situation. It’s undoubtedly one of the most effective ways to meet with legal requirements and ensure safety in your company.

Don’t waste any more time and activate our complaint channel for businesses now!

Professional with over 20 years of extensive experience in various areas of Human Resources (Recruitment, Training, Occupational Risk Prevention, and Personnel Management). Experience in the Management Department: Broad understanding of the company and HR.

Do you want to rate our article?

Average rating:

5 stars (1 votes)

★★★★★

cristinamartin

HR Content Specialist

Who manages the complaint channel within a company?