Purpose and Scope
This standard operating procedure sets out the process for receiving, resolving, and logging customer complaints across all communication channels, including in-person, phone, email, social media, and review platforms. This procedure applies to all frontline staff and management at [Organisation Name].
A complaint is any expression of dissatisfaction regarding products, services, staff conduct, or premises, whether or not the customer explicitly uses the word “complaint”.
Working through related paperwork at the same time? See also our US Customer Complaint Handling Procedure Template, Customer Service Process Template and UK Cash Handling Procedure Template.
Roles and Responsibilities
- Customer-Facing Staff: Acknowledge complaints, attempt resolution within individual authority limits, and log every incident.
- Duty Manager ([Role]): Manage shift escalations, authorize remedies above frontline limits, and decide if further escalation is required.
- Complaints Owner ([Role]): Oversee the central log, handle written and online responses, and review this procedure.
- Designated Officer ([Role]): Manage complaints alleging safety risks, allergen exposure, injuries, discrimination, or harassment.
Frontline Complaint Handling Procedure
- Stop your current task and listen to the customer without interrupting until they finish speaking.
- Thank the customer for bringing the issue to our attention and acknowledge their experience professionally.
- Ask the customer what outcome or resolution they want.
- Resolve the issue immediately if the request falls within your authority limit, such as replacing an item, reissuing an order, or granting a refund up to [Amount].
- Escalate the matter to the [Role] if the required remedy exceeds your authority, the customer remains dissatisfied, or the issue involves safety, allergens, staff conduct, or discrimination.
- Log the complaint before your shift ends. Include the date, customer contact details, nature of the issue, resolution provided, and any necessary follow-up.
Written and Online Complaint Handling Procedure
- Acknowledge complaints received via email, mail, or online platforms within [Number] working days. Provide the assigned handler’s name and contact details.
- Investigate the matter. Review complaint records, transaction logs, and security footage where applicable, and interview relevant staff.
- Issue a formal written response within [Number] working days. Detail the investigation findings, corrective actions taken, and a single point of contact for further queries.
- Reply to public review platform comments briefly and professionally. Do not disclose personal details. Ask the customer to move the discussion to a private channel.
- Escalate the complaint to [Role] for final review if the customer remains dissatisfied after the initial response.
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Safety, Allergen, and Discrimination Escalation Procedure
- Escalate any complaint alleging actual or potential harm, including food safety incidents, allergen exposure, injuries on site, or serious product faults, to [Role] on the day of receipt.
- Secure and preserve any physical evidence or products in line with internal safety protocols.
- Hold back formal settlement offers or final remedies until the safety investigation is complete.
- Escalate complaints alleging discrimination or harassment under applicable statutory frameworks, such as the Equality Act 2010, directly to [Role] immediately upon receipt.
- Process discrimination and harassment claims through designated human resources channels rather than frontline service resolution.
Records and Reporting
- Log all complaint records in the central repository at [System/Location]. Capture the date, channel, category, resolution, associated cost, and assigned owner.
- Ensure [Role] reviews the complaint log at [Frequency] to spot recurring operational issues or trends.
- Retain complaint records for [Period] to support staff training, process adjustments, and supplier evaluations.
Procedure Review
- Review this procedure at [Frequency, e.g., annually] or immediately following any complaint that results in a formal legal dispute, regulatory review, or payment chargeback.
- Maintain procedure ownership under [Role].
- Ensure the next review is scheduled for [Date].
FAQs on a customer complaint handling procedure
What is a customer complaint handling procedure?
A customer complaint handling procedure sets out the process for receiving, resolving, and logging customer complaints across all communication channels, including in-person, phone, email, social media, and review platforms. This procedure applies to all frontline staff and management at your organisation.
Having it written down means the same rules apply to everyone, so managers are not making judgement calls case by case under pressure.
What does a customer complaint handling procedure include?
This template covers frontline complaint handling procedure, written and online complaint handling procedure and safety, allergen, and discrimination escalation procedure.
Every section is written to be filled in. The bracketed placeholders mark the decisions that are yours to make, such as timescales, approval owners and retention periods.
How to implement a customer complaint handling procedure with Whale
Copy this template into Whale and work through the bracketed placeholders so it reflects how your organisation actually operates.
Assign it to the teams it applies to so it sits where people work rather than in a shared drive, and set a review date so it gets revisited on schedule instead of quietly going out of date.
Use our templates to fast-track your documentation
Customize this template and 100s of others for free in Whale, the fastest way to get your team aligned.
