Customers & CRM
Most trade businesses handle complaints in a phone call and remember them for a fortnight. Gaffer logs each one against the customer and job, tracks it to a target resolution date, and records whether it was upheld, the root cause and the corrective action — which is what accreditation bodies ask to see.
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A record per complaint, owned by someone, resolved against a target date.
Each complaint is assigned to a person and carries a target resolution date, so it has a deadline instead of drifting.
Whether the complaint was upheld, the root cause and the corrective action are recorded — the difference between handling a complaint and learning from one.
Complaints link to the customer and the job, so a pattern against one engineer, one product or one site is visible rather than anecdotal.
Complaints sit with your customer records, jobs, reviews and quality accreditations in one platform.
If you hold or want quality accreditations — ISO 9001, TrustMark, Which? Trusted Trader, most SSIP schemes — then yes, a documented complaints process with evidence of handling is assessed. Even without one, it is the cheapest way to stop the same fault recurring.
Because they answer different questions. The resolution is what you did for this customer; the root cause is why it happened, and it is the only field that prevents the next one.
Complaints carry a category and link to jobs and customers, so recurring causes surface rather than each one being handled as an isolated incident.
They are deliberately separate. Reviews are public-facing feedback you may want to showcase; complaints are an internal quality record. Handling a complaint well is often what earns the review afterwards.
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