Even careful businesses receive complaints. How you respond often matters more than the original problem, and a fair resolution can protect your reputation. This guide gives a structured approach for sole traders dealing with customers in the UK, including a reminder of consumers' basic rights for services.
Step by step
Acknowledge the complaint quickly
Reply promptly to say you have received the complaint and will look into it. Thank the customer for telling you and give a date by which you will respond fully. Keep your tone calm and avoid being defensive.
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