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Help centre / Desk / Legal work

Keep your registers of undertakings and complaints

Updated · 1 minute to read Download as PDF

Your registers of undertakings, complaints, file reviews and breaches live in Desk, each entry with a person who answers for it and a date it’s due, so nothing slips.

  1. Add an entry

    Go to Registers

    Press Add to a register and choose the Register: Undertakings, Complaints, File reviews or Breaches.

    From a matter, choose Registers down its side and press Add, and the entry is linked to that matter for you.

  2. Fill it in

    Say what it’s about and who it was given to or came from, choose who Answers for it and the dates. For an undertaking, say whether it was given by you or to you.

    A complaint’s answer is due eight weeks after it came in, unless you set a day.

  3. Save it

    Press Add to the register. The person who answers for it can find it under Mine.

  4. See what needs attention

    Choose a register, then Open, Overdue or Closed, and Everyone or Mine.

  5. Close it

    Open the entry, say how it ended and on what day, then press the button to close it, like Mark discharged for an undertaking or Close the complaint.

    Press Open it again if it was closed too soon.

  6. Take a copy

    Press Download CSV for the register you’re looking at, for your COLP or an inspection.

Complaints and breaches that go further

Tick Referred to the ombudsman on a complaint, or Reported to the regulator on a breach, when it goes there. Tick Material breach for a breach you have to report.

If something goes wrong

You can’t see Registers in the menu. The Legal practice pack is off. Ask your Desk admin to switch it on.

Still stuck? Write to [email protected] and we'll get back to you.