Keeping records is good for legal protection as well. Customer complaint records can provide some protective value. If a customer makes a complaint about the way he was treated or an experience with the product that is damaging and untrue, your records may serve as part of your defense.

What kinds of information and documentation do you need before you start the complaint process?

Actually amassing documentation for a complaint includes a number of elements:

• Anticipate the need for documentation.
• Do the background research, so that you know your subject well.
• Get the basic facts.
• Describe clearly what the complaint is about.
• Detail exactly what happened in as many instances as possible.

What are the steps in the complaint process?

Learn how the complaint process works

1. Complaint submitted. You submit a complaint about an issue you have with a company about a consumer financial product or service, or another government agency forwards your complaint to us.
2. Review and route.
3. Company response.
4. Complaint published.
5. Consumer review.

What should I do if I have a customer complaint?

Go through the complaint in detail so you can understand exactly what the problem is. Keep records of all complaints in one central place or register. This will help you identify any trends or issues. Check that you have understood and recorded the details of the complaint correctly. Ask questions if necessary.

What do I need to record a complaint?

You may need: 1 Photographs 2 Testimony of whistleblowers or other eyewitnesses 3 Testimony of people affected by the subject of the complaint 4 Legally obtained memos, letters, e-mails, or other documents confirming the substance and details of complaint 5 Logs, or audio- or video records of conversations

What should be included in a customer complaint log?

Your log should include the following: The company name (if B2B) Contact details of the complainant. Date the complaint was made. How the complaint was made (social media, email, phone, walk-in) Description of the complaint. Person responsible for complaint resolution.

What should be included in a complaint response?

The response should detail the complaint handling procedure and provide approximate timelines and expectations for the investigation and future responses. A trained manager, the Data Protection Officer or the Complaints Officer are the only staff members who should respond to customers regarding their complaints.