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Immediately acknowledge the complaint to let the client know you have received their message and are taking it seriously.

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Express empathy for their situation and apologise for the inconvenience caused. Reassure them you are here to help.

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Collect all necessary information from the client and seek to fully understand the issue. Double check all details and dates.

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Look into the complaint and find out how and why the problem happened. Offer a fair solution aligned to organisational policy.

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Document process of complaint to resolution. Use client feedback and insights gained to identify areas for improvement.

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Set up a time to check back with the customer and make sure you do so to confirm that they are satisfied with the resolution.