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Customer Complaint Form Template

Streamline Your Customer Feedback Process with This Template

Navigating customer complaints can be challenging and time-consuming. This sample customer complaint form template helps businesses gather essential details, making it easier for you to address customer concerns effectively. Save time, improve customer satisfaction, and enhance your response process, all while ensuring your form meets compliance standards with WCAG-aligned labels. Take advantage of this user-friendly template to resolve issues promptly-check out the live version now.

Use this Template (FREE) Live Preview
Full name
Email address
Phone number
Order number or account ID (if applicable)
What is the main subject of your complaint?
Product or service name (or SKU, if known)
Where did the issue occur?
Date of the issue
Please describe what happened
What level of impact did this issue have on you?
No impact
Minor impact
Moderate impact
Major impact
Severe impact
Any related reference numbers or links (e.g., ticket ID, order page, screenshots link)
Have you contacted us about this issue before?
Yes
No
What outcome would you prefer?
If you selected Other, please specify
How soon do you need a resolution?
Within 24 hours
2-3 business days
Within 1 week
No specific timeline
How satisfied are you with your experience so far?
Very dissatisfied
Dissatisfied
Neutral
Satisfied
Very satisfied
Preferred contact method
Email
Phone
Either
Best time to contact you
Morning (9am-12pm)
Afternoon (12pm-5pm)
Evening (5pm-8pm)
Anytime
I consent to be contacted regarding this complaint.
Yes
No
Type your full name as a signature
Signature date
I confirm the information provided is accurate to the best of my knowledge.
Yes
No
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Paper art illustration depicting a customer complaint form template on a desk with stationery items around

When to use this form

Use this form when a buyer reports a defective product, wrong charge, missed delivery, or poor service in-store or online. It helps you capture clear facts, route the case to the right team, and follow up fast. Add it to order confirmations, receipts, and your help center so customers can report issues without calling support. For sensitive reports, you can also offer an Anonymous complaint form. If a customer describes bias or harassment, direct them to the Discrimination complaint form. The result is a complete record you can use to resolve the case, spot trends, and prevent repeat problems.

Must Ask Customer Complaint Questions

  1. What happened, where, and when?

    A clear timeline and location let you match the report to orders, tickets, and system logs. It speeds root-cause analysis and helps the right team take action.

  2. Which product, service, or order was affected?

    Order numbers, SKUs, policy IDs, or store locations link the case to records you can verify. If the matter is a policy or claim dispute, route it via the Insurance complaint form to the specialized team.

  3. How did this issue impact you?

    Knowing the financial, time, or safety impact helps you prioritize severity and decide next steps. It also clarifies whether a refund, replacement, credit, or apology will resolve the issue.

  4. Who on our side was involved, and are there any witnesses or attachments?

    Names, departments, and any witnesses or photos provide evidence to investigate quickly. This reduces back-and-forth and supports coaching, quality control, or compliance reviews.

  5. How would you like us to resolve this, and how can we contact you?

    Asking for the preferred outcome and contact method sets clear expectations and reduces friction. It gives you permission and the best channel to follow up within your service timeline.

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