Handle customer complaints fairly, consistently and without starting from scratch.

A complaint can arrive by email, message, call or review. The risk is a rushed reply, missing facts, unclear ownership or a promise nobody records. This kit gives a small business a practical workflow and reusable templates for ordinary non-regulated customer complaints.

Fixed fee: £395 + VAT. Optional structured review of one existing complaint: £195 + VAT.

What is included

• Complaint intake record and acknowledgement template

• Triage and escalation checklist

• Investigation plan, evidence log and customer-contact record

• Outcome templates for upheld, partly upheld and not upheld complaints

• Remedy, approval, closure and follow-up records

• Lessons and recurring-issue log, with internal use notes and handover

Who it suits

A small UK B2B or ordinary service business that handles its own customer complaints and wants a fair, consistent process before the next complaint arrives.

How it works

1. Confirm that the business and complaint type fit.

2. Map the current route and who is responsible.

3. Tailor the reusable templates and escalation points.

4. Hand over the kit with practical use notes.

5. Use the lessons log to spot recurring service issues.

Outside the fixed scope

Financial, healthcare, utilities, education or other specialist complaint schemes; ombudsman or regulator processes; litigation or a serious active claim; employment complaints; and responses where the facts need individual specialist advice.

Build the process before the next difficult email arrives. Ask YLT whether the Customer Complaint Response Kit fits your business.