Write a correct complaint to the Book of Complaints and Suggestions

Who should have a book of reviews (complaints) and suggestions?

This document should be available to all enterprises engaged in trade and services to people, regardless of their area of activity (shops, catering establishments, including cafes, bars, and restaurants, banks, entertainment establishments), since in many ways it is the most visual source information for supervisory authorities.

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Procedure for consideration of complaints

A complaint left in the Book of Complaints and Suggestions must be considered by the management of the store or outlet within two days, after which a corresponding mark must be placed on the back of the complaint. In particular, the store administration must notify the buyer within 5 days of the measures that have been taken to fulfill his requirements; such notification can be sent by mail or email.

If it takes more time to eliminate the defects pointed out by the buyer, a period of up to 15 days may be set, of which the buyer must receive appropriate notification. If within 15 days the store management has not made a note in the Book of Complaints regarding your complaint, then you can send a complaint to Rospotrebnadzor.

All buyers should remember that if you do not find the Complaint Book in the consumer corner, it should be given to you upon request. If they refuse to provide you with a complaint book, then you can contact law enforcement agencies and leave a complaint regarding the unlawful actions of store employees. Based on your application, an inspection will be carried out, which entails administrative penalties.

Rules for disposing of the book of reviews (complaints) and suggestions

By law, this document must be located in a conspicuous place (for example, at the cash register or a special stand at the entrance), but some organizations prefer to keep it “under the table”, giving it to visitors “on demand”. Despite the prevalence of this approach, in the event of an audit it can raise uncomfortable questions from representatives of the regulatory service.
There must be a pen , but not a pencil, so that the company’s employees do not have the desire to erase negative reviews. In addition, the visitor should be provided with a convenient place to make an entry in the book, that is, at a minimum, a chair and a table . In this case, the client has every right not to provide the administration of the institution with any personal documents and leave the record anonymously (though in this case, there will be no need to count on a written response from the institution).
The book of reviews and suggestions must always be kept in the organization to which it belongs; it cannot be handed over to anyone for making copies or checking the information entered into it, including employees of supervisory structures.
The head (director or general manager) of the company holding the book of reviews and suggestions or a person authorized to act on his behalf must check the correctness of the document at least once every three months .

How to leave a complaint

To write a complaint, claim or review in the complaint book, you need the following:

In the consumer's corner, find a book of complaints and make sure of its accuracy: the presence of all data about the establishment, signatures and seals, numbering of sheets. If there is no book in the consumer’s corner (which is a violation of legal norms), ask the employees or the manager of the institution for it.
Put a number on a blank sheet of paper for claims. Write a claim with demands on your own behalf. As a rule, demands begin with the words “I ask...” or “I ask you to take action...”.
After a written request, be sure to sign and provide contact information: address, telephone or email address. Anonymous complaints will not be considered.

Example of a complaint in the complaint book:

“When visiting the store on May 5, 2015, huge quantities of expired products were found on the shelves. There were expired goods in the dairy department, namely:
milk with expiration date 03/22/2015-05/01/2015;
sour cream - 03/18/2015-05/01/2015.
Please take action.
May 5, 2015 Savelyeva Galina Stepanovna signature
Contact phone number: 7816659 (email or postal address)."

Writing Requirements

Any complaint is written in any form. But in order for it to have the desired effect on violators of consumer rights, you need to know some aspects of its design.

Business style of address. In order for the management of the enterprise to consider the appeal and take appropriate action on it, it is necessary to adhere to the official style.
Lack of emotions. The appeal is written without insults, without threats towards the staff and property of the establishment.
Facts and only facts. The complaint describes only the events that occurred.
Arguments. It is necessary to refer to the legal framework (laws and other regulations) confirming the validity of the claims. Thanks to this, the management team of the establishment will see not only the visitor’s literacy, but also, most likely, will resolve the issue in favor of the buyer.
Correct volume. Complaints that are too short will most likely not help reveal the essence of the whole problem. But even in a long complaint filled with unnecessary information, you can lose the essence of the issue.
Competent drafting. The absence of errors will only enhance the overall effect of the written claim.

Rules for compiling a book of reviews (complaints) and suggestions

There is no single, unified model of a book, so enterprises and organizations can compile it in free form, even in the form of a notebook. However, there is a standard list of data that must be contained in it.

All necessary information about the company to which it belongs, including
address,
Full name of the director.
Information about the authority that monitors the activities of the organization.
On the forms reserved for actual opinions and suggestions, space is provided for entering visitors’ contacts.

The book belongs to the list of strict reporting documents, so it must be treated very carefully. It can be written off only after all the sheets in it have been filled out, and before that, every year it is necessary to renew its validity by making an appropriate entry.

Design rules

The book is compiled in one copy, all its pages are fastened with thick thread and numbered to avoid the removal of negative opinions. Another option: order a book of reviews and suggestions from a printing house based on an individual sample.

Penalty for not having a book of reviews and suggestions

Responsibility for the absence of KOiP at the consumer corner stand is provided for in Article 14.15 of Federal Law No. 195-FZ of December 30, 2001 “Code of the Russian Federation on Administrative Offenses” (as amended on December 27, 2018). Individual entrepreneurs may be given a warning or an administrative fine of 300 to 1,500 rubles. Officials of trade enterprises and organizations that did not ensure the presence of KOiP at the stand will be required to pay from 1,000 to 3,000 rubles. The trading enterprise will suffer damage in the amount of 10,000 to 30,000 rubles.

Sample book of reviews (complaints) and suggestions

Title page design

On the first page of the document (title page) the full name of the company holding the book is entered. The “Registered” line does not need to be filled in, since the procedure for registering these books has not yet been determined. The following are indicated

start date of book keeping,
Document Number,
surname, name, patronymic of the head of the organization,
manager's signature.

Design of the reverse side of the title page

The second part of the document (the back of the title page) includes

information about regulatory and supervisory authorities (their name, address and telephone number in case the client decides to personally contact these structures),
the number of pages dedicated directly to the opinions of visitors.

Design of the first page of the book

Here is an example of a visitor filling out a book. The review/suggestion itself is written on the front side of the sheet, with the obligatory indication of its date.

If the opinion concerns one of the employees of the enterprise, it is necessary to indicate his position, last name, first name, patronymic, as well as the specific reasons that prompted him to write the statement.

Design of the back side of a book sheet

On the reverse side of the sheet, the visitor must enter his contact information: last name, first name, patronymic, address and telephone number.

Below, the administration of the organization describes in a timely manner the measures taken based on the results of the recording. The signature of the head of the establishment and the date of the response should also be there.

Finally, the date of sending the response to the applicant and a mark from the head of the organization are given.

Requirements for making changes

The client’s feedback on the quality of the goods or services provided must be presented in the form of a statement that contains:

number and date of application;
client's last, middle and patronymic names;
contact details (telephone, address) and signature of the applicant.

The application must contain clear claims from the client regarding the essence of the problem and the measures that the applicant asks to take to resolve the current situation. It must be written strictly in business form, in legible handwriting and in literate language.

Reviews written by clients in the book can be:

negative, in the event of a conflict situation;
positive, in the case of high-quality provision of services.

In both options, the senior manager and management of the trading enterprise or organization are obliged to consider the client’s application as soon as possible.

When receiving negative reviews, they should:

conduct an internal investigation into the client’s complaint;
take measures to resolve the current situation;
impose disciplinary sanctions on those responsible for the incident;
analyze the situation and develop measures to prevent similar cases in the future;
take measures to restore client trust;
make appropriate entries in the book on the reverse side of the sheet containing the complaint;
notify the client of decisions made by telephone;
send him a registered letter containing the specified information.

When positive reviews are received, they must:

check the circumstances under which the entry was made in the book;
make a decision on rewarding personnel who have earned appropriate feedback;
notify the client of this orally or in writing at your discretion.

Sample of filling out the first sheet of KOiP

"10" December 2021

Statement No. 16

I, Sergeev Fedor Viktorovich, want to express my indignation at the delay in delivery of the purchased INDEZIT brand washing machine for 2 days and ask:

take measures for its speedy delivery;
bring the perpetrators to disciplinary action;
provide guarantees that this will not happen again in the future, since I have been a regular customer of your store for the past three years.

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If the washing machine is not delivered to me tomorrow, I will be forced to contact Rospotrebnadzor.

Enclosures: copies of the cash receipt and sales receipt.

Sergeev V.F. _ /signature/_____ 8-910-353-23-42

Address: Lipetsk, st. Politekhnicheskaya, 3, apt. 6.

Sample of filling out the reverse side of the first sheet of KOiP

"10" December 2021

Response to Statement No. 16

I, senior manager of the Dobrostroy shopping complex, Nikolai Dmitrievich Skakov, inform you that an internal check was carried out based on your application. During its course, it was established that the driver-courier of the delivery service, Nikolai Dmitrievich Viktorov, committed gross violations of the rules of operation of the Gazelle car entrusted to him. They resulted in the vehicle being unable to operate for two days. He untimely notified the head of the delivery service, Olga Dmitrievna Sudakova, about the current situation.

The following measures have been taken against the perpetrators:

Viktorov N.D. was dismissed for a single gross violation of labor duties;
O. D. Sudakova was reprimanded for insufficient quality control of the work of subordinate personnel.

The delivery of your INDEZIT brand washing machine is entrusted to the driver-courier Yuri Nikolaevich Evtushenko. He has been with our organization for 5 years and has no disciplinary history. I apologize for the situation that happened. I provide personal guarantees that if you purchase any product in our store during 2021, you will be given a personal discount of 10%.

Senior manager

TC "Dobrostroy" _ /signature/_____ Skakov Nikolay Dmitrievich 35-37-74

Director of TC

“Dobrostroy” _ /signature/_____ Mikhail Nikolaevich Kruglov 35-38-10

Seal

Actions in response to a visitor's opinion

The administration of a retail outlet, catering establishment and other organizations engaged in the sale of goods or provision of services is obliged to respond in a timely manner to the received opinion, regardless of whether it is gratitude, laudatory feedback, a claim or a proposal for improving work.

If this is criticism of the actions of any of the company’s employees, then it must be verified and only if there is evidence of the employee’s guilt, disciplinary measures can be applied to him.

A record of the measures taken should be made in the book of reviews and suggestions itself (on the reverse side of the sheet with the visitor’s opinion).
Within a five-day period, the author of the application must be informed in writing about the administration’s reaction (provided that he left his contact information in the book). Moreover, the response letter must be written in two copies, one of which must be sent via Russian Post by registered mail with return receipt requested, and the second must be left at the enterprise and stored for one year from the date of writing.

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:

Date of writing (day, month, year) and time.
Full name and contact details of the consumer (telephone, postal address, email).
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.
A detailed description of the problem that has arisen, indicating the actions of each participant and links to legislation (if possible).
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.
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.