Managing Complaints – App

Managing complaints

If a customer lodges a complaint against one of your bookings, the office staff will add it to the booking. You will receive a notification when the complaint has been added. You can then view the complaint and discuss it with the office and/or customer. You can also access any complaints you may have by going to the main menu and clicking Complaints.
View a complaint
You can view your complaints whenever you like. If you receive a notification of a new complaint, you should click on the notification to view the complaint details. If you want to a view any complaint, you can do so by following the below steps:
1. Go to the main menu
2. Click on Complaints
3. This will show you a list of all complaints made against you
4. Click on a complaint to view it in more detail


Respond to a complaint
If you have any open complaints you should respond to them as soon as possible to help ensure that the complaint is resolved quickly and fairly. To respond to a complaint:
1. Go to the complaint
3. Select who you want your comment to be visible to
3. Type your message and add a photo if applicable
3. Press Send
3. You can call the customer by clicking on the phone icon at the top right of the page


Resolve / Close a complaint
If you have resolved a complaint, you need to change the status of the complaint. To do this:
1. Go to the complaint
2. Click the menu icon at the top right of the page
3. Click Change Status
2. Enter the details of when and how the complaint was resolved
3. Click Submit


When a complaint has been resolved all you have to is click on Mark as resolved and the complaint will be closed. You will be able to see this in the colour status of the complaint.
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