If a customer sends a complaint, the below steps should be followed:


How to handle an Official Complaint:


  • Step 1: Acknowledge the complaint
  • Step 2: Advise the client that the complaint will be escalated
  • Step 3: Apologize for any inconvenience caused
  • Step 4: Escalate the matter to your line manager



Step 1: Acknowledge the complaint

  • Reply to the client advising that you have received their request.


Step 2: Advise the client that the complaint will be escalated

  • On the same reply, advise the client that the matter is being escalated to your manager.


Step 3: Apologize for any inconvenience caused

  • On the same reply, apologize for any inconvenience that this matter may have caused.


Step 4: Escalate the matter to your line manager

  • Assign the complaint to your line manager. Your line manager will address the problem and any training needs with the relevant manager; and advise the client of the steps taken and resolution to their concern.




Ensure that you apologize sincerely, and that your reply is specific to the clients' concerns.