Complaint handling
From the incoming complaint through assessment to the resolved root cause.
Tell the AI what runs differently at your company and get the adapted process back in seconds. The download gives you BPMN 2.0 XML, ready to import into any BPMS.
How to tell whether the process works
Time to first response, target under two working days.
7 steps, 3 lanes
Customer service
Department
Continue with your business address
The full diagram, the process record and the files are reserved for business addresses.
- The complete diagram
- All 7 steps in full
- Goal, scope and trigger
- Inputs and outputs per step
- Every metric with its target
- Risks, opportunities and business rules
- Standards and legal basis
- The BPMN file, ready to import
When this template fits
Who it is for
For companies that handle complaints by email and shouting across the room and regularly lose track of where each case stands. Especially ahead of an audit, since ISO 9001 asks for traceable corrective actions, not just calm customers.
Where it typically stalls
The complaint gets answered fast, but the cause is never investigated. The case counts as closed once the customer goes quiet. Three months later the same fault returns. The template therefore separates the immediate fix from the root cause analysis and records both as their own steps.
What it connects to
Upstream are delivery and customer service, where the report arrives. Downstream is the management of corrective actions, which turns a cause into a lasting change.
Relation to standards
ISO 9001 requires complaints to be recorded, assessed and their causes addressed. The template maps that path and names a responsibility for each step.
Part of these process maps
A single process says little about where it sits in the company. These maps show it among its neighbours.
- RetailThe process landscape of a retailer, from assortment through logistics to returns.
- Manufacturing and engineeringThe full process landscape of a mid-sized manufacturer, from first enquiry to spare part.
What people ask first
Does this cover supplier complaints as well?
No, it describes the customer complaint. Claims towards suppliers are a separate process because different deadlines and contract terms apply.
How is this different from a general complaint about our service?
This process covers complaints about a specific product or service. Complaints about behaviour or availability follow a separate path, and the catalogue keeps them apart.
May I hand the template out in training sessions?
Yes. All templates are published under CC BY 4.0, so you may print, share and teach with them as long as you credit Procevia as the source.