Samples of responses to complaints. Sample response to citizen complaint

Among the variety of citizens' appeals, one of the main types can be distinguished - a complaint. With it, we can achieve what we want, punish the guilty, and accelerate the timing of any action. Accordingly, the responses to complaints (after the model) must be not only well-constructed, but also legally reasoned. This article will help you with this.

Complaint: essence, types

Before moving on to the topic of the article, it is worth considering the concept of a complaint and its types, since the construction of the correct answer, and therefore the reputation of your company, depends on understanding its essence.

A complaint is a form of appeal by a citizen to an individual or legal entity, the text of which contains a requirement to eliminate violations of rights and interests. An example of a complaint and an answer to it is now quite easy to find on the Internet, but we must not forget that each case is individual.

Currently, it is possible to classify types of complaints on various grounds.

By the number of applicants:

• individual;
• collective complaint.

By type of addressee:

• to individuals (for example, individual entrepreneurs);
• to legal entities (to state bodies).

By subject:

• on actions;
• on inaction;
• regarding legally relevant documents (adopted acts, decisions).

By appeal:

• in the consumer sector (from the client to the contractor, to Rospotrebnadzor);
• in the field of housing and communal services;
• court complaints, etc.

Separately, it is worth dwelling on the types of judicial complaints.

By branches of law:

• in civil law;
• in arbitration;
• in criminal law;
• According to the Code of Administrative Offenses of the Russian Federation;
• According to the Code of Administrative Procedure of the Russian Federation, etc.

In accordance with the stages of the proceedings:

• on appeal;
• in cassation;
• to the supervisory authority;
• private complaint.

Thus, this list can be continued for a very long time, since there are a lot of criteria. This article provides only a basic classification.

Legislative regulation

The general right to lodge a complaint is provided for in paragraph 4 of Part 1 of Art. 4 of the Federal Law dated 02.05.2006 No. 59- “On the Procedure for Considering Appeals of Citizens of the Russian Federation”.

At the same time, depending on the type of complaint, for each there are special legislative acts. For example, when filing, filing and considering judicial complaints, the Code of Civil Procedure of the Russian Federation, agribusiness of the Russian Federation, Code of Criminal Procedure, Administrative Code of the Russian Federation, CAS of the Russian Federation and other codes are used. So, appeals of citizens-consumers to producers, sellers and performers are considered in accordance with the provisions of the Law of the Russian Federation “On Protection of Consumer Rights”, complaints in the housing sector - on the basis of the Housing Code of the Russian Federation and other regulatory legal acts in this area.

Complaint Response Form

For clarity, it is worth demonstrating a standard sample response to a citizen’s complaint.

It is worth noting that the content of the response may be different, depending on the circumstances of the complaint itself, the mood of the citizen and the result that you wish to achieve. The above example of the answer is simple, that is, it does not contain any reference to the law.

If the client is set for further litigation, then most likely this will immediately be visible from the text of his complaint or claim, sometimes such a document is called a pre-trial claim. Let's give an example of another response to a claim.

Design Guide

From the above samples of responses to complaints, the following rules for their preparation can be distinguished:

• in the response heading you must indicate the name of the organization or individual entrepreneur, contact information, full name of the client and his contact information;
• mandatory indication of the details of the complaint and the answer to it;
• when contacting a citizen to be polite, use the word respected;
• in the text mention the essence of the complaint, briefly describe the factual circumstances of the case;
• the conclusion should be concise, if necessary, contain references to the rule of law;
• in some cases, the inclusion of phrases about apologies and about the desire to see the client again is recommended;
• in the text of the answer, it’s better to refrain from using verbs and adverbs with a particle (you can’t, you have no right, you shouldn’t, you shouldn’t, etc.), that is, you should write from an optimistic point of view, for example, “You have the right / you can / the right ... ”,“ This is your right under the law, we agree with this ”, etc., since this technique significantly affects people from the point of view of psychology;
• the text should be in the same business style;
• if it’s a matter of returning money, indicate at the end when, where and in what amount a citizen will be able to receive it;
• at the end of the answer, indicate the position and full name of the person authorized to sign it, put a stamp (if any).

It is necessary to send a response to a complaint in a way that guarantees that it is received by a citizen (by courier, by mail with delivery confirmation, on purpose, by e-mail with notification).

Consumer appeal

If your business is the provision of services or trade, then you need to learn to distinguish between several categories of consumer citizens in order to correctly respond to their complaints. And sometimes put in the place of negligent customers.

So, there are several basic types:

• aggressors - those who are ready to flare up on any trifle, usually provoke employees to scandal, do not like to express their complaints in writing, but they are ready to dust in your company before redness;
• truth-seekers - a category of people who honor order in everything, they must present their complaints and claims (if any) in writing, often such disputes reach the court;
• narcissists are the most harmless group of citizens who simply sometimes lack attention, so they compensate for this shortcoming by attracting the beloved attention of other people, in particular, the store administration, company leaders, etc.

With each of these categories of consumers, you need to behave differently. Consequently, the answers to possible complaints also need to be built depending on this classification.

So, it’s better not to argue with the aggressors, it will only excite them even more, better offer a cup of coffee / tea, apologize if necessary, inform that the guilty will be punished, this will not happen again, etc. These measures are necessary so as not to inflate the scandal and do not scare away other buyers.

When meeting with truth-seekers, you need to stock up on legal knowledge or hire a competent lawyer, since you will have to give answers to complaints written, clear, reasoned, based on the norms of the legislation of the Russian Federation. You ask: "How to write a response to a complaint, if the client already intends to go to court? And is it worth it at all?" We’ll answer what it costs, since a full evidence base is needed for the court.

The last category you just need to pay enough attention to listen to all complaints, suggestions, reviews, etc., you can offer them, for example, a loyalty card.

Nevertheless, the main rule in considering complaints and complaints from consumers is strict compliance with legal standards, in particular, the Law of the Russian Federation “On Protection of Consumer Rights”, which provides for specific terms, rights and obligations, and the procedure for examining the quality of goods.

Book of reviews and suggestions

Probably, each of us in life came across this book, opened it for the sake of interest in any organization, and even left its appeal in it.

Previously, this book was called plaintive, therefore, it was designed only for complaints. Now it was renamed, and the meaning has changed. Now in it you can find not only angry messages, but also friendly reviews, wishes for health and prosperity.

If you have your own business in the consumer sector, then this book should be mandatory, be placed in a prominent place, provided to the client upon request.

If you find a complaint in it, you should respond as soon as possible and add a written response to the book. In some cases, it is also recommended that you call the client by phone and notify them of the consideration of his complaint, and apologize if necessary. And for greater persuasiveness (in the case, for example, of a significant violation of the client’s rights, an incorrect attitude to him, etc., which can significantly affect the image of the company) - offer a discount or provide the opportunity to participate in a draw for free, etc. ( read more about marketing methods in another article).

In general, the book of reviews and suggestions should be regularly checked to always be ready for an unscheduled inspection of the Federal Service for Supervision of Consumer Rights Protection and Human Welfare.

Consumer extremism

Probably, each of us in life in a store, cafe or other institutions heard the expression “the customer is always right,” but is this really so? Let's figure it out.

To illustrate this problem, it is worth giving an example of a complaint of one citizen. The buyer purchased a fence netting machine from an individual entrepreneur. I used it for more than a year, after which I wanted to return it back to the seller and demand money back, taking into account compensation for non-pecuniary damage due to the fact that the machine unexpectedly broke. I wrote a complaint to the seller and thought that the law was on his side. However, the seller was not from a timid dozen. He defended his rights in court and proved that the actions of the buyer are illegal, and the claims are not subject to satisfaction.

Thus, one can characterize consumer extremism as precisely the deliberate actions of the consumer aimed at causing harm to bona fide sellers. At the same time, as the judicial practice shows, it is not easy to get rid of the annoying consumer, all the more to bring him to justice under the law.

Now this situation is gaining momentum, so legislative measures of protection are already necessary for entrepreneurs.

Currently, one of the relevant methods of dealing with this phenomenon remains a clear fixation of negotiations between the seller and the consumer in writing, including the availability of competent samples of responses to complaints.

Complaints against actions of state bodies and officials

They are a fairly common type and are based on the norms of the Code of Administrative Offenses of the Russian Federation, CAS of the Russian Federation, Federal Law of the Russian Federation “On Enforcement Proceedings”. For example, a complaint about the actions of a bailiff to seize property, a complaint about the inaction of the inspector of the traffic police.

Responses should always be drawn up in accordance with the requirements of relevant regulations. The response form is usually standard, according to the provisions of the Rules of a government agency.

The text of the standard sample response to a citizen’s complaint is as follows: “Dear Ivan Ivanovich! Your complaint received on 10/10/2010 is considered. We inform you that according to the results of the verification of the facts set forth by you, no violations of the requirements of the legislation of the Russian Federation in the actions of officials have been established.

Court appeal

Complaints in court are a very broad topic. Among all, it is worth highlighting the claims in accordance with the Code of Administrative Offenses of the Russian Federation (complaint against a decision in an administrative case), with the CAS of the Russian Federation, as well as appeals, cassation, supervisory and private complaints in civil, arbitration and criminal proceedings.

All these complaints are united by one thing - the court gives an answer to them. Other parties to the case can provide only feedback on them. For example, a response to an appeal in a civil case will be called objection or recall.

The content and form of these complaints, reviews and judicial acts on them is provided for by the relevant legislative act (Code of Administrative Offenses of the Russian Federation, CAS of the Russian Federation, Code of Civil Procedure of the Russian Federation, APK of the Russian Federation, Code of Criminal Procedure).

Housing and utility complaints

Housing and communal services is an area that concerns almost every second citizen. Pipes leak, the roof collapses, the porch is not cleaned, mold in the apartment, interpanel seams are not processed - the list of problems can be continued indefinitely.

Recent lawlessness in the actions of management companies, HOAs and other structures gives rise to complaints from residents. Consideration of the latter is regulated by the Housing Code of the Russian Federation, and you can complain both to the housing inspectorate and to the court. A collective complaint is especially widespread in this area, where tenants together state the essence of their complaints and put forward similar demands. Moreover, this document is very effective, because as they say one is not a warrior in the field. The organization must provide a response to this complaint within 10 days under the Law on the Protection of Consumer Rights, and the housing inspection within 30 days.

The timing

How long does it take to respond to a complaint? To do this, look into the law. In particular, Art. 12 of the Federal Law of the Russian Federation “On the Procedure for Considering Appeals of Citizens of the Russian Federation” provides for a total period of 30 days, which may be extended in some cases to 60.

Art. 22 of the Law "On Protection of Consumer Rights" provides 10 days to respond to consumer complaints, and complaints left in the book of reviews and suggestions should be considered in the coming days.

The term for consideration of judicial complaints varies from 3 to 60 days, depending on the type of claim. For example, a complaint to a criminal court in accordance with Art. 125 Code of Criminal Procedure is considered within 5 days.

In conclusion, it is necessary to note which answer you would not provide to your client, remember that it should be logically built, correctly formulated and legally correct. In the long run, it is better to have a well-developed database of sample responses to complaints.