Complaint form

What this form asks, and why

• Namerequired So the reply is to a person, not to 'Dear customer'.
• Emailrequired Required, because a complaint you can't answer is more likely to become a public review.
• Phone Optional; some complaints are faster to settle by phone.
• Order, booking or account number Finds the order without a reply asking for it.
• What is the complaint about?required Shows whether complaints cluster around delivery, billing or a product.
• When did it happen? Written as YYYY-MM-DD, so you can match complaints to a bad week or a supplier batch.
• What happened?required A minimum length asks for the facts, not just 'terrible service'.
• What would put this right?required Knowing what the customer wants lets the first reply offer it, or explain early why you can't.
• Have you contacted us about this before? Repeat complaints go to the top of the pile.

Fields people often add

• Store or location
• Staff member involved
• Preferred contact method

Common mistakes

• Not asking what outcome they want: you guess, offer the wrong thing, and the complaint goes another round.
• Expecting photos: this form doesn't take uploads yet, so ask for them in your first reply if you need them.
• Expecting an email receipt: the form shows a confirmation message but doesn't email the customer yet, so reply promptly.
• Losing track of resolution: add 'Status' and 'Resolved on' columns to the sheet; columns you add are kept.

Share it or put it on your site

Publish to get a link on freelyforms.link, or embed it on your website. Responses go to your Google Sheet.