Respond to a customer complaint or claim
Respond decisively to customer complaints and claims before they become something larger.
A customer complaint or formal legal claim can escalate quickly from a minor grievance into a tribunal application, civil proceedings, or a reputational problem. Many business owners respond without proper legal advice and make the situation worse. A well-managed response can contain a dispute that an unmanaged response turns into a costly problem.
Some common questions we get about responding to a customer complaint
Do I have to respond to a customer complaint?
What if the complaint has been made to NCAT or another tribunal?
Should I settle or defend the complaint?
How quickly do I need to respond?
Protect your business
Resolve disputes efficiently
Defend your reputation
Get the right advice before you respond.
How you respond to a complaint in the first few days can determine whether it becomes a legal problem.
- We will assess the merits of the complaint against you.
- We will advise you on your legal rights and obligations.
- We will prepare a formal response to the complainant on your behalf.
- We will negotiate with the complainant to achieve a commercial resolution.
- We will represent you in any tribunal or court proceedings if required.
A complaint lands on your desk
What's included in your customer complaint response service
- Legal assessment of the complaint.
- Advice on liability and legal obligations.
- Formal written response to the complainant.
- Negotiation and settlement assistance.
- Tribunal or court representation if required.
A complaint left unmanaged rarely stays small.
From an unmanaged complaint to a resolved dispute
We will take control of the situation from the moment you brief us. We will assess the complaint honestly, and advise you on the most practical and cost-effective path to resolution. Where settlement is appropriate, we will negotiate on your behalf. Where the matter needs to be defended, we will ensure your position is as strong as it can be. The goal is always to resolve the matter in a way that protects your business without unnecessary cost or disruption.
From complaint received to matter resolved.
Assess and advise
We review the complaint and advise you on your legal position and the options available to you.
Respond and negotiate
We prepare a formal response and negotiate directly with the complainant to achieve a resolution.
Resolve and protect
We guide you through to resolution and protect your business throughout.
Commercial dispute lawyers with extensive experience resolving customer complaints and claims efficiently.
We understand you want to know the cost, before we get started.
We will map out our process, from beginning to end, so you know what the journey will look like before you get started.
We will provide you with a clear and detailed Work Proposal covering each step along the way.
Our fair fees are all-inclusive. No hidden costs for telephone calls, emails, photocopying, couriers, or coffee.
Our great lawyer guarantee
We want to be part of your team over the long term. We achieve this by adhering to these core principles:
Take the time
We listen carefully to understand what you want to achieve. Then we thoroughly explain our advice and step you through the documents. You can be sure you know the full consequences.
Share our knowledge
We will pass on as much knowledge as we can, so you can make your own informed decisions. We want to make you truly independent.
Stick to our knitting
We only do what we're good at. You can be confident that we know what we're doing and don't pass on the cost of our learning.
Work as one team
Someone will always be available to answer your questions, or point you in the right direction. You will also benefit from a range of perspectives and experience.
Fair pricing
For advice and documents, we provide a fixed or capped quote so you don't take price risk. If you're in a dispute, we map out the process and costs so you know what to expect.
It's your show
We're not in this for our egos. We're in it for a front row seat to witness your success.
