Form
Customer Complaint
What this is: The written record of a complaint, its investigation, and its resolution, logged whether or not it results in a refund.
Used in: Volume 15, Chapter 2: Complaints, Returns, and Refunds
Date received: ______________________ · Received by: ______________________
| Field | Detail |
|---|---|
| Customer | |
| Complaint type | Quality Service Timing Billing Other |
| Description | |
| Investigated against (standard, quote, agreed date, etc.) | |
| Finding | Complaint upheld Not upheld, explained to customer |
| Resolution | Repair Replace Refund (₦______) Discount No action |
| Approved by (per Approval Authority Matrix, if above the receiver's own limit) | |
| Root cause fed back to | Volume 14, Ch. 1 standard Volume 14, Ch. 3 defect log N/A |