It's amazing how often you can ask someone to write a formal letter about their complaint, and it just never happens

But I need them to do that step in order to take it to the next level.

This has occured so many times now. Are people afraid to sign their names to their complaint?

I'm so supportive and I want them to do it, but they just don't.

(Not in reference to just one person, it's several).

Would it work better if I made a form for them to fill out?