What is a complaint?

Many members will say they have never had a complaint, and are unlikely to. Most consumers think that the whole business of making a complaint is too hard, from who to talk to with authority, to formulating a written commentary that is going to be taken seriously. Both parties are missing each other and missing a golden opportunity to improve their lot, if only they understood that it is not as hard as it seems.

 A good place to start is the definition.

At FDRS we have adopted the ISO 10002 standard to define a complaint, which could give rise to classifying an issue as being something we would deal with as a dispute.

"A complaint is an expression of dissatisfaction made to an organisation, related to its products, or the complaints branding process itself, where a response or resolution is explicitly or implicitly expected".

So it doesn't have to be an elegant legal piece, a verbal rant, an angry letter or email, or someone storming through the door threatening legal action - it is "an expression of dissatisfaction...".

Embrace feedback, including complaints and your business will improve.

Here are 27 reasons why you would want to embrace good complaints management practices