Complaints

A complaint is an expression of dissatisfaction or grievance about something perceived as wrong, inadequate, or unfair. In everyday use it covers consumer, workplace, and public context; in law, a complaint can be a formal charge or pleading. The word derives from Old French plainte ("a lament") from Latin planctus, reflecting the sense of lamentation.

Common forms include verbal statements, written letters, emails, or online forms. A complaint typically identifies the issue, what went wrong, when and where it occurred, and the desired remedy. Organizations often have formal processes for handling complaints: receipt, acknowledgment, investigation or evaluation, response, and, if applicable, remediation or compensation. Key standards include timeliness, accuracy, privacy, fairness, and appeal options.

Purpose and impact. Proper handling can improve products, services, and policies and protect consumer, employee, and organizational interests. It can inform root cause analysis and continuous improvement. Poor handling can damage trust, escalate legally, or trigger regulatory action.

Examples. Consumer complaints about a defective product, service delays, misrepresentation, or billing errors; workplace complaints about harassment, safety concerns, or unfair treatment; and formal complaints in civil or criminal contexts. Effective complaint management supports accountability and learning, while deficiencies can contribute to reputational harm and reduced trust.