'official' complaints

cookie365

I've seen this phrase loads of times on mse but never really questioned it.

Is an official complaint any different to a complaint?

Why do people use this phrase?

tomtontom

Self importance?

Commonly used by those who think the CEO will take a personal interest in their issue?

MarkBargain

I think it just means a written complaint that will usually be logged with a complaint number and investigated by the company's complaints procedures, as opposed to just phoning up and informally saying you're not happy with something. In some cases a formal complaint can then be escalated to a regulator or ombudsman if not satisfactorily resolved.

kingfisherblue

I complained about a teacher at my son's school. I didn't put it in writing, just spoke to the headteacher. It was regarding something that she and other senior staff members had agreed to, but the teacher in question didn't agree with, concerning my child. (Sorry to be vague, but it's quite specific and could identify me, my child, and the school).


The headteacher spoke to the teacher concerned and sorted it out.


If I had made an official complaint, it would haver been logged on the teachers record. He would probably have faced disciplinary action. Although he was in the wrong, I didn't feel that his actions necessitated this. If it had continued, I would have made an official complaint though.


Perhaps this is what people mean. A complaint can be dealt with quickly and easily in many cases. Sometimes it is just a matter of re-training a member of staff. Once it is made official, it becomes a disciplinary matter.

Ectophile

Some industries have an ombudsman you can complain to if the company you deal with fails to resolve a complaint.

But you can't actually lodge a case with the ombudsman until you've actually made a formal complaint, which they have either failed to address, or ignored for a certain period.

Just phoning up customer services and having a moan at them may not count. Hence people on this forum often suggest writing a letter, and putting "formal complaint" on it, to start the process off.