document back Complaints Policy Template

Document Name: Customer Complaints Policy

document type Jurisdiction UK


Sign up to download for free


What is a Complaints Policy?

A Complaints Policy is a document that set out how a business will deal with any complaints from its customers.  It can be incorporated into a company’s terms and conditions and made available to customers so that they know how to contact you in the event that they are dissatisfied with your products or services and sets a clear process for how the complaint will be dealt with.

As well as providing a structure for dealing with complaints, a well-drafted Complaints Policy can help limit the damage to a business from a complaint and could also improve the service that is offered to future customers.

When should a Complaints Policy be used?

A Complaints Policy should be used whenever you need to let your customers know how you will handle complaints from them. Although there is no general legal requirement to have a complaints policy there are various regulations in place to protect consumers that do require information about “post-sales support” to be provided before a contract is made so it is advisable to have a complaints policy in place when dealing with consumers and depending on your industry there may be other specific requirements to consider as well.

What is contained in this Complaints Policy?

This Complaints Policy includes details of contact arrangements and the procedure to follow when making a complaint. Specifically, it contains the following provisions:

  • Overview
  • How to contact us
  • When to contact us
  • What information to provide
  • How we will handle your complaint
  • External complaints procedures
  • Confidentiality and data protection
  • Policy updates

How can LawBite help

LawBite makes it easy to understand a document such as a Customer Complaints Policy and other documents that will help protect your business. LawBite is a digital legal platform and law firm, providing free legal documents and legal templates that you can quickly download and easily edit. Our legal document library has all the necessary legal documentation to help your business succeed and grow.

If you have more bespoke requirements for your Customer Complaints Policy or you would like a lawyer to review it - you can speak with the LawBite team.

Our contract review service starts at just £180 (+VAT). All our lawyers are UK qualified, insured, regulated and experienced in all business legal matters, so you can rest assured that your Content Creation Agreement will be professionally reviewed and of the highest quality.


Contract review service


Related documents