Case files For complaints, investigations and claims teams
Every case file.
Complete, from intake to closure.
FilePlan 365 gives every complaint, investigation and claim its own secure file inside SharePoint. Evidence, correspondence and decisions are filed to the case they belong to, with the right protection, automatically.
Works inside SharePoint
Case details from your case system
30-day free trial
1
Case details
Reference, customer, stage and case owner, taken from your case management system.
2
Document types
The same labelled folders for every case, down the left.
3
The case’s documents
Everything filed to that case, in the wider panel on the right.
What is FilePlan 365?
A digital filing cabinet, built into SharePoint
Think of a filing cabinet with a drawer for every case, and the same labelled folders inside each drawer. FilePlan 365 does exactly that inside SharePoint, the place your organisation already keeps its documents.
No new system to learn
Your team works in SharePoint and Microsoft 365, just as they do today. There is nothing extra to install on anyone’s computer.
Filed once, found in seconds
Every document goes into the right case file and folder, so anyone with access can find it straight away.
Kept as long as it should be
Each document is protected and kept for the right length of time, without anyone having to remember the rules.
Connected to your case management system
Case details arrive automatically
You never retype a case reference, customer name or case owner. FilePlan 365 picks up each case’s details from your case management system, so a new case has its file ready the moment it’s logged.
When a case moves on
A new stage, a new case owner or a change of case type is picked up automatically, so every file stays accurate.
When a case closes
The closure date flows across too, and the clock for how long the file is kept starts by itself.
For your IT team
A Power Automate flow keeps a SharePoint list of cases up to date from your case management system. FilePlan 365 reads that list. No custom code, and it stays inside your Microsoft 365 tenant.
The case file plan
Every case organised the same way
Each case file has the same six folders, so everyone knows where a document belongs and where to find it.
1
Intake
Complaint or referral form, consent, acknowledgement
Kept for: 6 years after closure
2
Investigation
Investigation plan, interview notes, findings
Kept for: 6 years after closure
3
Evidence
Statements, recordings, photos, records extracts
Kept for: 6 years after closure
4
Correspondence
Emails and letters with the customer and third parties
Kept for: 6 years after closure
5
Decision and outcome
Decision record, final response, remedy
Kept for: 6 years after closure
6
Review and appeal
Appeal request, ombudsman referral, review outcome
Kept for: 6 years after final review
Retention periods are examples. You can match them to your own retention schedule.
Templates
Start with our Case files template. Make it your own.
You don’t have to design a filing system from scratch. The ready-made Case files template gives you the folders, document types and protection settings above in a few clicks. Then change anything you like.
1
Choose the Case files template
Pick “Case files” from the template gallery when you set up FilePlan 365.
2
Use it straight away
Your case files, folders and document types are created for you, ready to start filing.
3
Make it your own
Rename folders, add your own document types, and set how long each is kept, to match the way your team handles cases.
Find a case
Any case file in seconds
Start typing and FilePlan 365 shows matching cases straight away. No more hunting through folders or asking a colleague where something was saved.
1
Type a few letters
Search by case reference, customer name or case owner.
2
Narrow it down
Filter by case type, stage, owner or status if you need to.
3
Open the file
Click a case to see everything filed to it.
People only ever see the cases and documents they are allowed to see.
Advanced search
Answer questions across every case file
Tick a few options and FilePlan 365 finds every matching document across all your cases. Perfect for quality reviews, audits and information requests.
Quality reviewEvery final response and set of findings from the Claims team
Ombudsman requestAll evidence and correspondence for one complaint
Information requestEverything held about one customer, across every case
Compliance, without the jargon
Protected and kept for the right time, automatically
FilePlan 365 uses the security and retention tools already in your Microsoft 365, known as Microsoft Purview. You decide the rules once, and they’re applied to every document.
Kept for the right time
Case files are kept for six years after the case closes, then flagged for review. Closing the case starts the clock for every document in it.
Only the right people can see it
Case documents are marked Confidential. Evidence that contains special category data is marked Highly confidential.
Personal data stays inside
Documents containing bank details or National Insurance numbers can’t be shared outside your organisation.
These are example settings. You choose the labels and timescales that match your own policies.
Why teams choose FilePlan 365
Less time chasing paperwork. More time resolving cases.
One file per case
Every form, note, piece of evidence and decision, in one place.
Ready the moment it’s logged
New cases arrive from your case system with their file set up.
Reviews without the scramble
Pull together everything for an appeal or ombudsman in seconds.
Closure handled for you
Retention starts automatically when a case closes.
Every case file.
Always in order.
Try the Case files template free for 30 days, in your own Microsoft 365 tenant.
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