# Customer Complaints Procedure Template Source: https://nerix.ai/templates/customer-complaints-procedure Tell customers how to complain, who answers and by when, and what happens if they are not satisfied. Before you send it 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. ## Fill it in and preview You are signed in. Fill it in your workspace and it is kept as a document you can send, share and have signed. [Open in your workspace](https://app.nerix.ai/documents/templates/customer-complaints-procedure) ### Customer complaints procedure **Company:** Bluebird Travel Ltd **Effective from:** 1 June 2027 ## Our promise We want to hear when we get something wrong. A complaint helps us put it right and do better. Complaining will never count against you. ## How to complain Email [complaints@bluebird.example](mailto:complaints@bluebird.example), call +44 20 7946 0100 or write to Complaints, 8 Dock Road, Portbury ## What to tell us Name and contact details Booking or order number What went wrong and when What outcome they want ## What happens next - We note your complaint and tell you who is dealing with it within 2 working days. - Customer Care Manager looks into what happened and may ask you or our staff for more detail. - We send you a full answer within 15 working days. If we need longer, we tell you why and when you can expect it. - If we were wrong, we say sorry, explain what we will do and do it. ## If you are not satisfied 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:** The ordinary court, or the sector ombudsman if there is one ## Records and learning We keep complaint records for Three years . Each quarter the manager reports the main causes to the directors and agrees fixes. ## For our staff Anyone who receives a complaint, in any form, passes it to Customer Care Manager the same working day. Do not argue with the customer or promise an outcome before it is checked. Templates are a careful starting point, not legal advice. Where the law matters, check what applies where you are. Operations and quality ## What this template is for A customer complaints procedure you can publish: how to complain, who handles it, response times, escalation and how you learn from complaints. Fill it in free. 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](https://nerix.ai/templates/operations-quality) Operations and quality ## What you fill in The form asks for 11 details. The document fills itself in as you type. - ### 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 Operations and quality ## What is inside The parts of this document, in order. - 1 Our promise - 2 How to complain - 3 What to tell us - 4 What happens next - 5 If you are not satisfied - 6 Records and learning - 7 For our staff Templates ## How it works - 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. - 02 ### Check Read it through. Gaps you have not filled stay marked, so nothing goes out half done. - 03 ### Download Save it as a Word document to edit further, or as a PDF to send or print. ### Make it yours with AI Open it in the chat and ask for changes: shorter, firmer, another situation, another language. [Adapt it with nerix](https://nerix.ai/try?template=customer-complaints-procedure) ### Was this template helpful? Operations and quality ## Questions people ask ### 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. 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