Form · Contact
Complaint form template
A complaint form that takes the person seriously. It records what happened and when, how serious it was and what they want done. A safety concern gets its own follow-up, anyone who has complained before is asked who they spoke to, and someone who only wants it on record gets an ending that says it has been.
Try it live
Try it as a respondent
Every question, and where it leads
The conversation
What a respondent is asked, in order.
We're sorry something went wrong. Tell us what happened and we'll look into it properly.
Your name and email, so we can reply
What is your complaint about?
When did it happen?
Any order, booking or account number we should look up?
What happened? Include names, places and times if you have them.
How serious was it?
Is anyone still at risk? Tell us what we need to know to act on it now.
Photos, receipts or emails that support your complaint
Have you already raised this with us?
Who did you speak to, and what were you told?
What would you like us to do?
Anything else we should know about what would put this right?
Endings
Thank you for telling us
It's on record
The flow
Where each answer leads. Every route here is editable once the form is yours.
Contact info
Single select
Date
Short text
Long text
Single select
Long text
File upload
Yes / No
Long text
Single select
Long text
What this template uses
- Contact info
- Single select
- Date
- Short text
- Long text
- File upload
- Yes / No
- 11 branches
- 2 endings
Questions to consider
- What does your complaints process promise, and does the ending describe the next step accurately?
- Which complaint topics go to which team or manager?
- Who is told straight away when someone reports a safety risk?
- Do you need to keep complaints for a set period, and who can see them?
How to use the responses
Read safety reports as they arrive and act on them first. For everything else, acknowledge each complaint, give it one owner and keep the person's account separate from your findings. Look at the requested outcomes next to the topics every quarter: a run of refund requests about deliveries points to a different fix than a run of apologies about staff.
How to customize and share it
- 1Edit the topic options so each one maps to a team that can investigate it.
- 2Rewrite both endings to state your real next step, such as when to expect a first reply, without promising a timeline you can't keep.
- 3Link the form from your contact page, receipts and help pages, and say plainly that complaints are welcome.
Frequently asked questions
What should a complaint form include?
Contact details, what happened and when, any reference number, how it affected the person and what they want done. A place for evidence helps, but it should be optional.
Should a complaint form require evidence?
No. Ask for it, but let people complain without it. Many people have no receipt or photo, and their account is still worth investigating.
How should I respond to a complaint?
Acknowledge it quickly, tell the person who is looking into it and give them a realistic time for a full answer. Then reply to the outcome they asked for, even if the answer is no.
Can people complain anonymously with this form?
As written it asks for a name and email so you can reply. You can make those questions optional if you want to accept anonymous reports, but you won't be able to follow up.