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.
Replaces a phone contacts list and someone's memory. Anyone in the office can pick up any call and know exactly what happened last time.
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.
- 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.
Complaints is one part of that step. 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 does complaints replace?
For most trade businesses, a phone contacts list and someone's memory. Anyone in the office can pick up any call and know exactly what happened last time.
Does complaints work on a phone, and offline?
Yes. The mobile app is offline-first: records created on site are stored on the device and synced automatically, in order, when signal returns. Lofts, plant rooms and rural sites were the design brief.
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.
How long does it take to start using?
Minutes. Start a 14-day free trial with no card, pick your trades at sign-up, and complaints is switched on with your trade's templates already in place.
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.