A complaints log with root cause and corrective action
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.
Part of customers & crm in Gaffer, which replaces a phone contacts list and someone’s memory.
Every customer, every site, every job — one record.
Full history per customer with multiple sites, notes, tags, certificates and the complete timeline of quotes, jobs, invoices and messages. Import from your old software in one click.
Anyone in the office can pick up any customer call and know exactly what happened last time.
Complaints are one of the 11 things in customers & crm. See the rest →
- Complainant name, email and phone recorded
- Linked to the customer and the job it concerns
- Category and severity for triage and trend analysis
- Assigned owner and target resolution date
- Upheld decision, root cause and corrective action
- Resolution date and any compensation recorded
Step 06 of the job: paid
The customer pays by card, Apple Pay or Direct Debit. Xero or QuickBooks are updated. A review request goes out. And eleven months later, the annual service reminder books the next job.
Customers & CRM is where complaints sits, and that is the step it shows up in most. The rest of the job — quoting, scheduling, certificates, invoicing and payment — runs in the same system, on the same record. See the whole job →
What are complaints for?
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. Most trade businesses handle complaints in a phone call and remember them for a fortnight.
Can I bring my customer list with me?
Yes. A CSV from a spreadsheet or from most systems, or a direct import from ServiceM8, Workiz, Commusoft and Jobber that brings the jobs, quotes and invoices too. Nothing is left behind on purpose.
What about landlords and agents with many properties?
They are one customer with many sites. Each property keeps its own address, access notes, certificates and job history, and the invoice still goes to the agent.
Which plan is it on?
Every paid plan. Complaints is included for unlimited users at no extra cost — the monthly, annual and lifetime plans differ only in how you pay.
The rest of Customers & CRM
All 11 →- See which good customers have gone quiet
- One record per customer, with every site on it
- Bring your customers over from ServiceM8 or a spreadsheet
- What one person knows, the whole office knows
- Filter your customer list by landlord or contract
- Pick up the phone knowing what happened last time
- Bring your customers, jobs and invoices across from 12 rival systems
- One landlord, every property, one customer record
- Next year’s certificates book themselves before they lapse
- Rank customers by what you genuinely billed them
Put complaints to work.
Full platform, 14 days free, no card needed. Set up in an afternoon, import your customers in a few clicks, and send your first quote today.
Founding members: first 100 businesses get 50% off every paid plan, for as long as they stay subscribed.