As a minimum, we should record: • the complainant's name and contact details (In line with data protection principles, contact details should be recorded only if the complaint has not been resolved satisfactorily on the spot.) • the date the complaint was received • the nature of the complaint • the service the complaint refers to • the staff member responsible for handling the complaint • action taken and outcome at frontline response stage • date the complaint was closed at the frontline response stage • date the investigation stage was initiated (if applicable) • action taken and outcome at investigation stage (if applicable) • date the complaint was closed at the investigation stage (if applicable); and • the underlying cause of the complaint and any remedial action taken. • the outcome of the SPSO’s investigation (where applicable). 14.