What should a customer complaint form include?

Contact details, an order or account reference, the date, a category, a full description, whether the issue was raised before, and what outcome the customer wants. The last of those is the field most forms omit and the one that resolves the most cases in a single reply.

Should a complaint form ask for a rating?

One is useful, more is not. This template asks how the response so far was rated and how much the problem affected the person, which together tell you what to prioritise. A long satisfaction survey attached to a complaint reads as tone deaf.

How do complaints get to the right team automatically?

Route on the category answer. Send each option to a different email address or a different Slack channel, and the complaint reaches whoever handles that queue without anyone triaging a shared inbox first.

Customer Complaint Form

Take a complaint properly the first time, with the order reference, the dates, and the outcome the customer actually wants, so the reply does not open with four more questions.

About this template

The reply to a complaint is usually slow because the complaint arrived incomplete, and the first response is four more questions. This form asks them up front: the order reference, the date, the category, what actually happened, and whether the customer has already tried to raise it. By the time it lands, someone can act on it instead of acknowledging it.

Two of the questions exist to sort the queue rather than to answer the complaint. The impact scale separates a minor annoyance from something that has genuinely cost the customer, and the rating of the response so far identifies the people who have already been let down once, which is the group most likely to leave and the group most worth phoning.

The outcome question is the one most complaint forms leave out, and it is the most useful field on the page. Someone who wants an explanation is not asking for a refund, and offering the wrong remedy is its own second complaint. Asking directly costs nothing and frequently resolves the case in one reply.

Change the category list to match how your team is organised, since routing works best when the options are the queues you already have. Businesses in regulated sectors usually add a line about the escalation route and the time limit that applies to it.

Templates are a starting point, not legal or professional advice. Where a form carries consent, medical, or contractual wording, have somebody qualified review it against the rules that apply to you before you publish.

Fields in this template

Your name*Name
Email address*Email
Phone numberPhone
Order or account referenceShort text
What is the complaint about?*Dropdown
When did it happen?*Date
Tell us what happened*Long text
Have you raised this with us before?*Single choice
How would you rate the response so far?Star rating
How much has this affected you?Opinion scale
What would put this right?*Single choice
Photographs, receipts, or screenshotsFile upload
Keeping in touchMultiple choice

Every field can be renamed, reordered, made optional, or removed once the template is open in the builder.

Build this form by asking Claude or ChatGPT

Connect Deoochform to Claude, ChatGPT, or any assistant that supports MCP, then send it the message below. It creates the customer complaint form from this template in your account and replies with a link. You can ask it to add, remove, or reword questions in the same chat before you share the form.

Make me a form in Deoochform from your Customer Complaint Form template, then send me the link to share.

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Frequently asked questions

What should a customer complaint form include?: Contact details, an order or account reference, the date, a category, a full description, whether the issue was raised before, and what outcome the customer wants. The last of those is the field most forms omit and the one that resolves the most cases in a single reply.
Should a complaint form ask for a rating?: One is useful, more is not. This template asks how the response so far was rated and how much the problem affected the person, which together tell you what to prioritise. A long satisfaction survey attached to a complaint reads as tone deaf.
How do complaints get to the right team automatically?: Route on the category answer. Send each option to a different email address or a different Slack channel, and the complaint reaches whoever handles that queue without anyone triaging a shared inbox first.

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