How an expert HR consultant helps businesses handle client complaints fairly.
Even the best teams face client complaints from time to time. What matters most is how you respond. A calm, consistent process helps protect your reputation, maintain trust, and keep team morale intact.
As an HR consultant in Edinburgh, I’ve supported many business owners through these situations. Here’s how to handle complaints fairly and turn them into opportunities to strengthen your business.The business case for doing this is clear, conflict at work costs £28.5 billion per year.
Why having a clear process matters
When a complaint lands, your first instinct might be to fix it quickly. But reacting on the spot can lead to inconsistency, misunderstandings, and lost trust.
A clear process ensures:
- Clients feel heard and respected
- Employees are treated fairly
- Your business reputation stays protected
- Future issues are easier to manage
Step 1: Stay calm and listen
Resist the urge to defend your employee right away. Thank the client for bringing it to your attention, then listen carefully and take detailed notes. Focus on facts, not emotions.
Step 2: Acknowledge quickly and respond thoughtfully
Reply within 24 hours to show you take the matter seriously. Express understanding without admitting fault until you have the full picture.
Example: “Thank you for raising this. I’m sorry to hear about your experience, and we’ll look into it immediately.”
Step 3: Investigate the details
Gather specifics about what happened, when, and who was involved. Review any written communication or project records. Speak with anyone who might have relevant insight. Your goal is to establish the facts objectively.
Step 4: Speak with your employee privately
Once you understand the client’s version, meet with the employee to hear their side. Present the facts clearly and listen without judgment. Many issues come down to miscommunication or unrealistic client expectations.
If the complaint is valid, identify practical next steps like additional training or process improvements. And if necessary start a disciplinary process with your employee.
Step 5: Close the loop with the client
After your internal review, update the client. Reassure them the issue has been handled, without sharing confidential details. Confirm any actions taken to prevent a repeat and thank them for their feedback.
Preventing future complaints
Put proactive measures in place:
- Document your complaints process and response times
- Keep records of every complaint and outcome
- Train managers to handle difficult conversations calmly and consistently
When to seek expert support
Some complaints, such as allegations of discrimination, bullying, or harassment, can carry legal risk. In these cases, getting advice from an outsourced HR consultant ensures compliance and protects your business.
If you’d like to strengthen how your business handles client feedback – or you’re facing a difficult complaint right now – let’s talk. We help business owners create fair, consistent processes that protect both people and profits. Get in touch!
