Receiving and recording a complaint

Complaints can arrive in person, by phone, in writing, by email, via a website, or as an online review or message. Staff should treat any expression of dissatisfaction that needs a response as a complaint, even if it is not submitted formally.

What every team member should do

• Stay calm and respectful: do not argue, interrupt, or react defensively.
• Listen for the key issue: establish what happened, why the person is upset, and whether anything needs immediate attention.
• Acknowledge the concern: show that it is being taken seriously.
• Clarify the outcome sought: confirm whether the person wants an explanation, an apology, a review, a refund, a service change, or simply to be heard.
• Confirm contact preferences: check how they want to receive updates and how they wish to be addressed.
• Pass it on promptly: if you are not the complaints lead, ensure it reaches the complaints lead or manager without delay.

Recording the complaint well

A clear record supports a fair, consistent response. Note what was said, when the complaint was made, who received it, the outcome the person wants, and the next agreed steps.

Keep records factual and neutral. Avoid sarcasm, speculation, blame, or dismissive language. Verbal complaints must be documented just like written ones.

What the complaints lead should record and confirm

A complaint does not need to be submitted in a formal format to count. Good handling begins with calm listening, a clear factual record, and prompt handover to the right person.