When someone expresses dissatisfaction with the level of service provided, consider (even if not asked): identifying yourself; providing contact information for your supervisor; explaining how he/she can file a complaint; and offering to write this information. Where appropriate, you should also consider sharing your perspective and explaining your actions.

You should ensure that the interaction, including any explanation offered and any explanation of the complaint process, is recorded where possible.

You should remain polite, professional, and calm. You should not say or do anything to discourage a person from filing a complaint and you should not do or say anything that might be seen as retaliation for filing a complaint.

This should not be construed as advice for any specific situation. Please call for specific legal advice based on the unique facts of your situation.

---