# Complaints Handling

> Operate complaints-handling processes that meet regulatory standards — logging, timely resolution, root-cause analysis, and fair outcomes. Use when designing or improving regulated complaints frameworks or analyzing complaint themes for conduct risk.

- Skill: `itsual/complaints-handling` (Agent Skill)
- Install (CLI): `npx skillmds@latest add itsual/complaints-handling`
- Raw SKILL.md: https://api.skillmd.com/api/skills/itsual/complaints-handling/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Coding & Dev Tools
- Author: itsual (https://skillmd.com/u/itsual)
- Updated: 2026-09-21
- Page: https://skillmd.com/skills/itsual/complaints-handling

---


# Complaints Handling

## Overview

Complaints are both a customer obligation and a compliance control. Proper handling requires accessible channels, timely response, impartial investigation, and learning loops.

## When to Use

- Designing regulated complaints processes
- Improving SLA performance and quality of outcomes
- Using complaint MI for conduct and product risk
- Exam preparation on customer treatment

## Core Practices

- Define what counts as a complaint clearly
- Log all complaints with required data fields
- Investigate impartially; avoid defensive defaults
- Meet acknowledgment and resolution timelines
- Offer fair redress where appropriate
- Analyze themes and feed product/process fixes
- Report MI to governance forums

## Principles

- Barriers to complaining are a compliance red flag
- Speed without fairness fails the spirit of the rules
- Repeat complaint themes indicate systemic issues
- Incentives must not discourage proper logging

## Verification

- [ ] Definition and channels are clear and accessible
- [ ] Timelines and quality are measured
- [ ] Theme analysis drives remediation actions