How to File a Complaint: A Step-by-Step Guide

A complaint is an official document used to lodge a grievance against wrongful actions. It may pertain to injustices or violations committed by one individual or organization against another. There are many situations where you might need to follow this procedure: for instance, violations of employee rights, substandard goods or services, or denial of insurance claims. While the format and process for submitting complaints may vary, they all share common elements.

Document What Happened

Step 1. Write down all the details of the incident.

Record everything you remember about the event as soon as possible. For example, if your vacation request was denied, note all the explanations you were given.

• Write down the names of the employees or individuals you are complaining about. Ensure you have their full names, as name tags may not display surnames.
• Document the date, time, and place of the incident. If you plan to complain about a driver from a transport company, it’s important to remember not only the vehicle’s number but also where the incident occurred.

Step 2. Keep all documents.

Gather all documents related to your case. Preserve all correspondence between you and the party you are filing a complaint against. This may include not only official letters and invoices but also informal notes and emails.

• Ensure that the documents are kept safe (for instance, in a bank safe deposit box or at home). It’s also useful to scan the documents to have them in electronic form.

Step 3. Talk to witnesses.

Discuss the incident with anyone who witnessed it. If someone saw what happened, try to get their names and contact information. For example, if someone witnessed harassment at work, it's essential to record their accounts.

• Communicating with witnesses can help you understand if you interpreted the situation correctly. They may have heard or seen something different.

Step 4. Find evidence from third parties.

Check for any evidence from third parties. Most buildings and parking lots have security cameras. If applicable, try to gather such evidence.

• At this stage, you can simply inquire if there are recordings. Even if a store refuses to provide you with video, ask them to keep the recordings. Law enforcement may request them in case of litigation.
• You can also contact the police to ask for recordings from their cameras if possible. [1] X Source.

Informal Resolution of the Issue

Step 1. Meet with your employer in a relaxed setting.

Try to discuss your complaints with your employer in an informal setting. In some companies, it’s customary for employees to openly express their dissatisfaction. It’s advisable to address complaints before officially filing a complaint.

• Even if your company doesn’t typically hold such meetings, organizing one might be a good idea. Often, the other party in the conflict is unaware of how their actions are perceived, and you may be able to explain your position.
• An informal resolution may also be relevant when dealing with organizations. If you have complaints against a seller, you can speak to them directly.
• This will also help you understand how to organize an official complaint submission if the issue cannot be resolved amicably.

Step 2. Bring copies of all supporting documents.

Don’t forget to bring copies of all documents. Your counterpart may want to review them.

• The seller might ask for your receipt or a sample of the defective product.
• Only bring copies. It’s best to leave originals at home or in another safe place to avoid losing them.

Step 3. Consider involving a mediator.

Think about getting help from a mediator. There are companies that can assist in resolving disputes. At the informal resolution stage, you can seek assistance from them.

• Mediation services can be costly, so use them only if necessary. [3] X Source.
• Additionally, mediators can assist during the official complaint submission phase, increasing the likelihood that your demands will be met.
• If your complaints concern a specific store or professional, it’s better to discuss the matter directly with them.

Step 4. Ask about the next steps.

Ask what actions you need to take next. Your counterpart may not be able to resolve your issue immediately but should explain what to do if the resolution is unsatisfactory.

• If your complaint involves a seller or customer support, escalate to a higher manager immediately if the issue remains unresolved.

Official Complaint Submission

Step 1. Contact the appropriate authority.

If you are dissatisfied with the results of the informal resolution, contact the authority they recommended.

• If you are part of a union, reach out to a representative. In labor disputes, union representatives can provide significant assistance, so it’s best to contact them as early as possible.

Step 2. Familiarize yourself with the rules and procedures.

Study the existing rules and procedures in the organization. Each organization may have its own requirements. For example, you may have a limited time to file a complaint. There may also be a list of individuals you need to contact first. Review documents outlining these procedures or visit the corporate website of the company.

• Follow the established procedures. If you don’t, your complaint may be ignored, and you will have to start over.

Step 3. Keep a copy of your complaint.

Don’t forget to keep a copy of your complaint. You can fill out the form in either paper or electronic format.

• Some electronic forms may not allow you to print out the data you entered. In this case, you will only receive a confirmation code. If possible, it’s better to choose a paper form to have written confirmation of your submission.

Step 4. Draft the text of your complaint.

Compose the text of your complaint. While each complaint is unique, they typically contain similar information.

• Include your name, address, and contact details (phone number and email). [4] X Source. If the complaint concerns a medical institution or financial organization, you may need to provide additional data, such as account number or date of birth.[5] X Source.
• If necessary, state the name of the person you are filing the complaint against.
• List the names of witnesses who can confirm the incident. [6] X Source.
• Briefly outline the essence of your complaints. There is usually a designated space for this on the form.[7] X Source.
• Don’t forget to sign the document and date it.
• Keep a copy of the complaint, and attach only copies of all supporting documents to the original.

Step 5. Submit your complaint within the deadlines.

Submit your complaint as soon as possible. Ensure you meet the specified deadlines. Depending on the situation, these deadlines may vary and should be outlined in the documents you reviewed before submission.

• If you are mailing the complaint, clarify what date is considered final — the date of sending or the date of receipt.
• It’s better to send the letter with acknowledgment to ensure it reaches the recipient.

Step 6. Participate in the investigation.

Be prepared to participate in the investigation process. Someone responsible for the inquiry may contact you and ask to discuss the situation over the phone or in a meeting.

• To be prepared, review all your documents, including notes made immediately after the incident. This will help you recall details.

Next Steps

Step 1. Appeal the company’s decision.

If you are not satisfied with the company’s decision, check if there is an opportunity to appeal it. Any appeal should state what decision was made.

• Note that there may be short deadlines for appeals. Find out about them and try to adhere to the specified timelines.

Step 2. Consider pre-trial resolution.

Think about the possibility of pre-trial resolution. Although the company may be reluctant to pay compensation, they might agree to resolve the dispute pre-trial. Many firms choose this route, as litigation costs can be significantly higher.

• Keep in mind that decisions made during pre-trial resolution are final. You cannot file a lawsuit if you are dissatisfied with the outcome.
• Informal negotiations and mediation usually do not lead to a final decision, and if you are unhappy with the result, you can continue the process.

Step 3. Meet with a lawyer.

Consult a lawyer. Depending on the situation, there are various legal ways to resolve the dispute. A lawyer can advise you on whether to agree to pre-trial resolution or whether it’s better to go to court.

• For example, if you have complaints against your employer, it’s usually best to try to resolve the issue directly with them before resorting to court.
• If your complaints concern services or goods, a lawyer can help you draft the complaint correctly.
• If you want to challenge a denial of insurance compensation, a lawyer can assist in preparing a lawsuit.