How to write a complaint in the book of complaints and suggestions

Who can leave a note?

All organizations engaged in trade or customer service must have a book of reviews and suggestions (clause 8 of Resolution No. 55). The type of activity of the organization does not matter.

Every person who has visited a retail store or other establishment providing services can leave an entry in the complaint book with gratitude or negative feedback. He can do this regardless of whether he purchased any goods or not, since there is a possibility that the purchase did not take place precisely because of the presence of some negative factor (rudeness of the seller, expired goods, etc.).

The book of reviews and suggestions should always be issued to the consumer upon request.

How to act in the case when the seller refuses to provide a complaint book, coming up with a variety of excuses for its absence. In this case, the claim can be drawn up on a sheet of paper in 2 copies and require the seller to accept the appeal and put the appropriate acceptance mark on the copy, which remains in the applicant’s hands. If the parties cannot establish a dialogue, then the consumer has the right to contact the territorial department of Rospotrebnadzor.

How to properly draft and write a complaint? (sample, example)

Example No. 2
Complaint about neighbors (02/03/2014)

Result:

Tenants have been evicted.
The owner was fined. "I, …………… …….
…………, …………. born, live at the address: 125599, Moscow, st. Marshala Fedorenko, 8, bldg. 4, apt. ...... In sq. No. 400 at this address (Moscow, Marshala Fedorenko St., 8, building 4), which is located directly above my apartment on the floor above, migrants of Asian and Caucasian appearance have been living for about 15 years, numbering more than 8-10 people who may be radical extremists and supporters of terrorist organizations. On April 24, 2013, we were “flooded” by neighbors from apartment No. 400. In the kitchen, water was dripping from the chandelier. We went up to investigate, but no one opened the door for us. We called the housing office (everything is recorded in the log there), a plumber came, the residents of the apartment. No. 400 was opened for him. They needed urgent replacement of the “ventilators” (as written in the log). The electrician wrote about our chandelier that “it was turned off until it dried.”

On January 9, 2014, we started making repairs and called the electrician again. The electrician said that the chandelier cannot be repaired, but did not record this anywhere. After that, we contacted the police again and wrote a statement asking to find the owner of apartment No. 400.

On January 14, 2014, we made repairs and again water stains appeared in the corner of the kitchen above the sink and in the hallway. My mother went to the housing office, as a result of which a leak report and a commission conclusion were drawn up (attached).

On January 17, 2014, we wanted to know about the work done at the Department of Internal Affairs of Russia in the Western Degunino district. The Russian Department of Internal Affairs for the Western Degunino district said that the case was stopped due to the expiration of the statute of limitations.

Then we turned to district police officer Sergei Mikhailovich Bravikov and said that the door in apartment No. 400 was not opened for us and asked us to find the owner of the apartment.

After that, in the evening, district police officer Sergei Mikhailovich Bravikov came and said that he had found the owner of the apartment and gave us his cell phone. We did not file a statement with the police this time.

We called the owner of the apartment, and he said that he would come and sort it out on the spot.

On January 17, 2014, the owner of apartment No. 400 came, looked at the damage and suggested that his tenants simply cover everything up themselves. We refused, after which he began to be “rude” and said that he would not pay for anything. His mother told him that she would go to court, to which he replied: “You shouldn’t have started this, according to my documents everything is clear - Russians live.”

For about 15 years, the apartment has been rented to migrants of Asian and Caucasian appearance, who live there in larger numbers (at least 8-10 people), although only 2 people are registered.

In connection with the increased terrorist threat, I fear for my life, since radical extremists and supporters of terrorist organizations may live in the apartment where, according to documents, two citizens of the Russian Federation live, but in fact more than ten illegal migrants live.”

In connection with the above, I request:

1) Check the local police stronghold No. 12 of the Western Degunino district at the address: Moscow, Businovskaya Gorka, 1, building 1 for corruption ties with the owner of the apartment at the address: Moscow, st. Marshala Fedorenko, 8, building 4, apt. 400. Explain in writing on what basis the local police do not take any measures, despite the direct order of the Head of the Main Directorate of the Ministry of Internal Affairs of Russia for Moscow, Lieutenant General of Police Anatoly Ivanovich Yakunin and the actions of Operation Zaslon-2.

2) Conduct an urgent inspection of the apartment at the address Moscow, st. Marshala Fedorenko, 8, building 4, apt. 400, to identify illegal migrants. Additionally, check the migrants living there for involvement in extremist and terrorist organizations.

3) If illegal migrants are identified in this apartment, initiate a criminal case against the owner of the apartment under the relevant articles of the Criminal Code of the Russian Federation.

4) Oblige the owner of the apartment to compensate the victims for the resulting material damage.

5) Take control of the apartment and constantly check it for the presence of illegal migrants, as well as for more people living in it than registered.

What is its content?

You can leave a review of any nature in the book. This can be either a complaint about the work of an organization or specific individuals, or positive feedback or a proposal to make any changes in order to improve service.

Positive feedback may be regarding the following:

• employee work;
• quality of customer service;
• price policy;
• convenient location;
• quality goods;
• wide selection of goods and services;
• availability of remote service, etc.

Negative reviews are most often left for the following reasons:

• rudeness and unprofessionalism of employees when serving customers;
• discrepancy between actual and prices indicated on the shelves;
• sale of expired products;
• low quality of goods;
• non-compliance with sanitary standards (most often applies to grocery stores and catering establishments);
• dangerous conditions (slippery stairs, icicles at the entrance in winter);
• non-working air conditioner in summer;
• inconvenient store location;
• lack of salespeople on the sales floor or cashiers;
• fraud at the checkout and other possible negative aspects.

Based on all the positive and negative aspects in the organization, the consumer can leave suggestions for improving the work. They may relate to work schedules, product range expansion, redevelopment, and other things. Wishes can also be left in the book for employees if the client is satisfied with the work of the organization and expresses gratitude to the employees (how to write gratitude correctly?).

What does the review include?

The client can leave absolutely any entry in the book of reviews and suggestions at his discretion. But if the purpose of writing a review is to make some changes in the work of the organization and eliminate the cause of the complaint, then you will need to correctly state the appeal.

Structure

For the convenience of customers, some sellers place a sample review writing on the first pages of the book. This allows you to save time and not miss important points. The following information must be included in the review:

1. Date of writing (day, month, year) and time.
2. Full name and contact details of the consumer (telephone, postal address, email).
3. Full name and position of an employee of the organization, if the action or inaction of a specific person became the basis for filing a complaint. This information is usually indicated on the employee's badge.
4. A detailed description of the problem that has arisen, indicating the actions of each participant and links to legislation (if possible).
5. Consumer requirements regarding changes in the current situation. It is necessary to indicate the time frame within which the organization’s management is obliged to take measures to solve the problem.
6. Signature with transcript of the applicant.

Is it necessary to leave your contact information?

The law does not oblige the consumer to leave his contact information when writing a review, but this must be done if the applicant wants to receive a written response from the organization’s management to his complaint. The administration sends a response by registered mail to the address specified in the review.

In the absence of contact information, the consumer will not be able to receive an answer, nor will he be able to make a claim that management did not respond to his request.

How to compose it correctly?

The outcome of consideration of the appeal largely depends on how the consumer presents his review. In order for measures to be taken in favor of the applicant, it is necessary to follow the rules for drawing up an appeal.

General rules

When writing a review, you should consider the following requirements:

1. Text style . The appeal must be written in a formal business style. The review should be clear, specific and without unnecessary details. All information is reflected on its merits.
2. Emotionality . Even when writing a negative review, there should be no room for anger or aggression towards any employee or any other manifestation of feelings.
3. Confirmed facts . The recording should not contain vague descriptions; all facts must be confirmed so that the responsible employee, when considering the complaint, understands its validity.
4. Effective volume . No one will read a multi-page story about an unsuccessful purchase; at best, such an appeal will simply be looked at. Therefore, the text should be concise, but at the same time indicating all the grounds for the claim.
5. Consumer requirements . In addition to the problem, in the text of the appeal the consumer must indicate the requirements that he puts forward. This could be a request for an explanatory conversation with the seller or a requirement for increased control over expiration dates.
6. Collective complaint . If the problem has not been solved for a long time and several people have already noticed it, then in this case you need to file a collective complaint. The text itself can be written by one person, and signatures are provided by all participants. Such appeals are usually more effective.

In addition to the above requirements, one should not forget about literacy. The text should avoid grammatical and punctuation errors, as well as corrections. A review in a book should not look like a draft page.

Unacceptable wording

The text of the review should be written in a calm, formal tone. Excessive emotionality will not help solve the problem, but it can harm the applicant himself. The text should not contain:

• sarcasm;
• obscene language;
• insults and humiliation of specific individuals;
• metaphors or jokes.

Administrative liability is provided for insulting the personality of the Code of Administrative Offenses of the Russian Federation (Article 5.61 of the Code of Administrative Offenses of the Russian Federation).

Insult means humiliation of the honor and dignity of another person, expressed in an indecent form. A citizen may be fined from 1,000 to 3,000 rubles . If such an insult was expressed publicly, and the review in the book of complaints falls under this standard, since the book is freely available to other persons, then the fine for citizens in this case can range from 3,000 to 5,000 rubles.

Specific examples for different situations

You can more clearly understand what consumer requests left in the book of reviews and suggestions may look like using the following examples.

1. Visiting a catering establishment. During dinner at your restaurant (name, address), an unpleasant situation occurred: while serving our table, the waitress (name from the employee badge) spilled an alcoholic cocktail on us and our phone (model).
   If the phone is found to be damaged, your establishment will be subject to a claim for damages.

   . At the end of the application, the applicant indicates his personal signature with a transcript and the date of application.

2. Grocery store. After remodeling the store (name address), very low shelves were installed in the baking department. It is impossible to get goods or look at prices without squatting, and more than half of the customers of this store are pensioners.
   Sellers refuse to move baked goods, citing lack of space. I ask the administration to provide a more convenient location for the display window within 2 weeks, otherwise the next step will be to contact higher authorities

   .

3. Defective goods. Twice I purchased frozen fish from your store (name, address), which after defrosting was not fit for consumption due to a strong chemical smell. The whole family can be poisoned by this product.
   The requirement is to take action and ensure the supply of quality goods. Please provide a response to the complaint in writing (address of the applicant) along with copies of documents on the expiration dates for goods of this category

   .

The book of complaints and suggestions is drawn up in accordance with the law. Each head of an organization must remember that when drawing up this document, the book must be registered, as well as the pages must be stitched and numbered correctly. This will be a guarantee of its authenticity.

Terms and procedure for consideration

Within two days, the management of a store or other enterprise must review and study the entry in the complaint book and put a note on the back of the application about the measures taken. And also, within five days, notify the buyer in writing or electronically of the measures taken to fulfill his requirements.

If it takes more than five days to eliminate the shortcomings indicated by the visitor in the complaint, the manager of the institution sets the necessary period, but not more than 15 days. This is also recorded in the guest book.

In the event that the company’s management has not made a note in the complaint book regarding the buyer’s claim within fifteen days, the consumer has every reason to file a complaint against the establishment with Rospotrebnadzor.