# Complaint handling

> Acknowledge, classify and route a complaint within the regulatory clock.

- Skill: `vstorm-co/complaint-handling` (Agent Skill)
- Install (CLI): `npx skillmds@latest add vstorm-co/complaint-handling`
- Raw SKILL.md: https://api.skillmd.com/api/skills/vstorm-co/complaint-handling/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Coding & Dev Tools
- Author: vstorm-co (https://skillmd.com/u/vstorm-co)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/vstorm-co/complaint-handling

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# Handling a complaint

A complaint is a regulated event from the moment it is expressed, whether or not
the word is used.

## Recognise one

Any expression of dissatisfaction about a product or service, including in
passing and including when the customer says "I'm not complaining, but". Log it.

## Acknowledge properly

Acknowledge the specific thing they are unhappy about, in their words. A generic
acknowledgement reads as a form letter and escalates the complaint by itself.
State the timescale that applies and who now owns it.

## Classify

Root cause · product · whether it alleges financial loss · whether it alleges
distress · whether it is a repeat from the same customer.

## Escalate immediately

Vulnerability indicators, an allegation of fraud or discrimination, a threat of
publicity or legal action, or a repeat complaint on the same issue.

## Never

Defend, explain why the customer is mistaken, offer redress, or apologise in
terms that admit liability. Say what will happen and by when.