Complaints without improvisation

We help you build a complaints, guarantee and statutory-warranty (rękojmia) system that fits your real sales model and works in the team’s day-to-day operations.

Put your complaints-handling system in order

Procedures exist, but the process still falls apart

Complaints are often handled under rules that were written long ago, "along the way" or in reaction to successive exceptions. On paper something works. In practice the team still asks when to apply statutory warranty (rękojmia), when to apply a guarantee, how to distinguish B2B from B2C and who should take the decision.

"The greatest risk in complaints does not always come from the absence of a procedure. More often it comes from a procedure that does not match how the company actually sells and serves customers."

We help you move from complaints handled "from scratch" each time to a system that gives the team clear rules, ready tools and a consistent way of working.

Mateusz Sawaryn

Managing Partner Counsel

Most common problems / challenges

The most common problems we solve

Where do complaints processes most often break down?

Problem: The decision depends on the person, sales channel or pressure from the customer.

View solution

We create shared rules for assessing, deciding and responding to complaints.

B2B and B2C get mixed together The team is unsure when consumer rules apply and when business-to-business rules do.

View solution

We separate the processes, communications and decision grounds for different customer types.

Problem: The terms and conditions, forms, guarantee cards and response templates do not describe the actual process.

View solution

We update the documents so they support the way the company actually operates.

Our solution

What you receive

We do more than review documents. We build a mechanism of rules, roles, decisions, communications and tools that your team can use every day.

A complaints system built for real business

We do not only review documents. We design a mechanism: rules, roles, decisions, messages and tools the team can use every day.

Proces

complaint flow,
intake channels,
touchpoints,
escalation points.

A map of the current process and its gaps.

Klienci

B2C,
B2B,
distributors,
trade partners.

Separated service pathways.

Podstawy

complaints policies,
forms,
guarantee cards,
response templates.

Documents aligned with practice.

Dokumenty

matrices,
checklists,
approval levels,
exceptions.

Fewer decisions handled from scratch.

Decyzje

customer responses,
internal communications,
reasons for decisions,
escalation language.

More consistent responses and less tension.

Komunikacja

explaining the rules,
making adjustments after testing,
supporting the team,
handing over the tools.

A process that works beyond the documents.

Who this service is for

This service is for you if:

and you want your team to have clear rules, ready-to-use responses and fewer decisions made by gut feel.

You are a Head of Customer Service or Customer Care Manager

and you want the team to have clear rules, ready responses and fewer decisions made "on instinct".

You are an Operations Manager, Compliance Manager or Legal Manager

and you need to connect procedures, documents and the real case flow into one coherent system.

Social proof

What this service looks like in practice

Map the process

We examine how complaints actually move through the company.

Model

We design workflows, roles and decision points.

Tools

We create documents, checklists and response templates.

Implementation

We explain the rules to the team and refine the details.

Stages of work

How the engagement works

The sooner you bring order to your rules, documents and decisions, the fewer cases will return to managers, lawyers and the management board.

Tell us how complaints are handled today: sales channels, customer types, guarantees, statutory warranty, transport, installation, distributors, the number of exceptions and where the process most often gets stuck.