Customer complaints procedure

It is free to fill in online, needs no account, and downloads as a Word document or a PDF. See all Operations and quality templates

• Company name

  For example: Bluebird Travel Ltd

• How to complain

  For example: Email complaints@bluebird.example, call +44 20 7946 0100 or write to Complaints, 8 Dock Road, Portbury

• Who handles complaints

  For example: Customer Care Manager

• What the customer should tell us

  For example: Name and contact details Booking or order number What went wrong and when What outcome they want

• Working days to acknowledge

  For example: 2

• Working days to give a full answer

  For example: 15

• If the customer is not satisfied

  For example: They can ask for a review by a director within 14 days. After that they may take the matter to the travel ombudsman.

• Outside body customers can go to (optional)optional

  For example: The ordinary court, or the sector ombudsman if there is one

• How long records are kept

  For example: Three years

• How complaints are used to improve

  For example: Each quarter the manager reports the main causes to the directors and agrees fixes.

• Effective from

  For example: 1 June 2027

1. 1Our promise
2. 2How to complain
3. 3What to tell us
4. 4What happens next
5. 5If you are not satisfied
6. 6Records and learning
7. 7For our staff

1. 01

   Fill in

   Type your details in the form. The document fills itself in as you type; click any gap to jump to its field.

2. 02

   Check

   Read it through. Gaps you have not filled stay marked, so nothing goes out half done.

3. 03

   Download

   Save it as a Word document to edit further, or as a PDF to send or print.

What details does this template ask for?

The form asks for 11 details, starting with Company name, How to complain, Who handles complaints, What the customer should tell us, Working days to acknowledge. 1 more are optional.

Can I download this template as Word or PDF?

Yes. When you have filled in the form, save it as a Word document to keep editing, or as a PDF to send or print. It is free and needs no account.

Is what I type sent anywhere?

No. What you type stays in your browser while you fill in the document. It only goes to nerix if you choose to open the template in the chat.

What should I check before I use this template?

Some sectors and countries set rules for complaints, such as time limits or an outside ombudsman you must name. Check the rules for your sector and add them. Not legal advice.

Are these operations templates free?

Most are. Fill in and download them for free as Word or PDF, with no account. A few longer documents are premium: free to fill in, paid once to download, and marked with their price.

Do they meet a standard such as ISO 9001?

They are a practical starting point and certify nothing. Standards and safety laws differ by industry and country, so check what applies to you.

Who should approve a procedure?

The person who owns the process and a manager who can authorise it. The procedure template has fields for both, and for the review date.

• Allergen and food safety recordOne page for the kitchen: allergens by dish, daily temperature and cleaning checks, and what was done about problems.Operations and quality
• Asset handover and return formRecord equipment given to a person and returned later, with condition and signatures.Operations and quality
• Asset registerList what the business owns: each asset, who has it, where it is, what it is worth and its condition.Operations and quality
• Business continuity planPlan how to keep critical work going through a fire, outage, supplier failure or loss of people.Operations and qualityPremium, €4.99
• Capacity planWork out whether you can meet future demand: current use, expected growth, gaps, options and what to decide.Operations and quality
• Class registerRecord attendance for one class or session, with late and absent names and the reason.Operations and quality

See all Operations and quality templates