UKOperations
Customer Complaints Procedure
Procedure for handling, recording, and resolving customer complaints.
What this document covers
A structured complaints procedure helps you handle issues consistently, learn from them, and protect your business from escalation. It covers in-person complaints, written complaints, social media complaints, and food safety-related complaints that may need regulatory reporting.
Key sections included
- Complaint handling principles
- In-person complaints
- Written complaints
- Online/social media complaints
- Food safety complaints
- Escalation
- Record-keeping
- Learning and improvement
Frequently asked questions
Should I offer refunds for every complaint?
Not automatically. Listen to the complaint, assess it fairly, and offer a proportionate remedy. For food quality issues, a replacement or discount is often appropriate. For potential safety issues, prioritise documentation over compensation.
Document details
- Legal basis
- Best practice; Consumer Rights Act 2015
- Enforced by
- Trading Standards (if escalated)
- Penalty for absence
- No regulatory penalty, but poor complaint handling damages reputation and can lead to Trading Standards involvement or civil claims.
- Category
- Operations
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