How to write a thank you note in a book of reviews and suggestions sample

Who should review applications?

All entries in the book of reviews and suggestions must be reviewed directly by the head of the company. But, in the case of a large network business, this is not possible. Therefore, in chain establishments, records can be reviewed by local managers - territorial managers, or managers or managers of a separate point.

Persons who do not hold management positions do not have the right to review and respond to entries in the book of reviews and suggestions.

Only an employee occupying a position higher than the one against whom the complaint was received can consider complaints in the book of reviews and suggestions. It is prohibited to consider complaints against yourself.

Do I need to respond to any entry?

Entries in the book of reviews and suggestions are considered official written requests that require a response.

In the book itself, an answer must be given to every entry in it . Also, if there are consumer contacts for feedback (telephone, email, postal address), you need to answer not only in the book, but also provide a written answer according to the specified data.

If the entry contained gratitude, then personal notification of the consumer about its consideration is not necessary and remains at the discretion of management. In general, just the answer in the book is enough. You can find out how to write gratitude in the book of complaints and suggestions in a separate material.

In what form should feedback be given?

As mentioned above, a response is required for any entry made. The form in which the answer will be given depends on the content of the entry:

If the consumer has left a justified complaint , expressed dissatisfaction with something, then the answer to it should be equally justified, and not a simple “unsubscribe”.
First of all, you need to write the answer in the book immediately after reading it. If the situation is not resolved immediately, but requires certain investigations, then you need to make a note in the book that an internal investigation is being conducted. After the trial is completed, you need to put the appropriate mark in the book and give a detailed answer there. If, when writing a complaint, the visitor left his contact information for a written response, it must be sent by e-mail/paper mail or, if a telephone number was left, call.
If the consumer's complaint was unfounded , then a response is still required. In such a situation, you should not point out to the visitor that he is wrong. It is necessary to explain as briefly and clearly as possible why consideration of the complaint is impossible. If contact details have been provided, a response must also be sent.
When responding to gratitude written in the book of reviews and suggestions, a response in the book itself is necessary. The decision whether to provide a response based on the contact information provided remains with management.
If the consumer has left his suggestions and recommendations , then you can only answer in the book; it is not necessary to send an answer in writing, or call.

As a rule, when filing a complaint, people leave an email address rather than a regular one. After the complaint has been considered and the perpetrators have been punished, you must send a response in writing to your email address/residence address. The response must be sent from the company's email address, and the paper letter must be signed by the person handling the complaint.

If the complaint or claim is written in illegible handwriting, but contact details are left, you need to contact the person who left the complaint and ask to explain what happened.

How to answer correctly?

A well-written response to a consumer’s statement is a good way to make it clear that he is being listened to, and his opinion is not uninteresting for the company.

To the complaint

A complaint is the most serious entry a visitor can leave . If a complaint is received from a consumer, it must be considered and a response must be given.

The answer must contain:

Thanks to the visitor for leaving a note.
Measures that have been taken to resolve the situation.
An apology for what happened.

Examples of how to respond better in the book:

Dear (full name of the applicant)! Thank you for leaving a note. Based on your complaint, an appropriate investigation was carried out, during which the fact of a violation was confirmed. Explanatory conversations were held with the guilty employees, and fines were issued. We apologize for the inconvenience caused to you!
Dear (full name of the applicant)! The situation you described was unexpected and unusual for us. Guilty employees were punished with reprimands and deprivation of bonuses. Thank you for your feedback and we apologize for this situation. We hope that this will not happen again in the future!

After the answer in the book, it is necessary, if contact contacts are available, to send the consumer a notification that his complaint has been received and considered. The letter should also indicate how the problem was resolved, what measures were taken, apologize and thank you.

If the proceedings require additional time, it is worth checking in the fields for responding to the complaint that the complaint has been received and the proceedings are underway. Then send the consumer a notification of receipt of the complaint and inform that the proceedings have already begun. When the proceedings are completed, leave a response in the book and send a written notice to the applicant.

For positive feedback

Reaction to positive and recommended posts is no less important than to negative ones . This lets the consumer know that they are being heard and listened to.

To respond to a positive comment, simply thank the applicant for their feedback.

If the applicant has offered recommendations, then these should also be considered and honest feedback given. Even if the recommendation lacks any constructiveness, the answer must gently explain that the proposed things are impossible.

Examples of feedback on suggestions and recommendations:

Dear (full name of the applicant)! Thank you for your attention to our establishment and for your recommendations! We found your proposal interesting. We will definitely discuss it soon and decide how best to implement this.
Dear (full name of the applicant)! We are grateful to you for your entry and suggestion. Unfortunately, the changes you suggest are not possible at this time. Perhaps in the future something will change and we will be able to use your recommendation.

For an unfounded claim

It often happens that claims from a visitor may be unfounded. Either the record does not sufficiently explain the nature of the claim, or the claim is for something that is essentially not a problem.

For example, there are often complaints about high prices or lack of discounts. In this case, it is worth gently explaining why consideration of the complaint is impossible.

Examples of feedback on unfounded complaints:

Dear (full name of the applicant)! Thank you for leaving a note! Unfortunately, the information you provided is not enough to consider the complaint in detail and identify the perpetrators. We ask you to provide more detailed information about what happened.
Dear (full name of the applicant)! We appreciate your feedback! Your complaint has been sent to the appropriate department of the company. We will be glad to see you again!

Also, when giving feedback on an unfounded claim, if you have contacts for feedback, you should inform about the consideration of the claim by phone/mail.

How to write a negative review?

What is the deadline for responding to a complaint and what is the responsibility for violating it? The complaint book must be checked regularly to ensure that the company has the opportunity to respond to the complaint within the legally required time frame.

Within two days after writing the appeal, the administration must respond on the appropriate page stating that the information has been taken into account and a proceeding will be held on its basis.

note

If the client has indicated his contact information (address or telephone number), then within five days after the day on which he left a complaint, a representative of the company must contact him and inform him about the consideration of the current problem.

When the case is serious, the company can extend the period of investigation to 15 days. If after this time no one has contacted the consumer, he has the right to report the violation to Rospotrebnadzor, and an inspection will come to the establishment.

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If only a telephone number is indicated, then a verbal notification of the decision is sufficient. The complaint book must contain a written response to all entries without exception.

If a postal address is specified, you can send a response by mail (at the discretion of the administration). If you do not provide a response, complaints left unanswered may be considered by Rospotrebnadzor.

If there is no response from the company within 5 working days, the consumer has the right to file a complaint with the competent authorities. Attentive managers always give correct answers to customer complaints.

Claims make it clear the quality of what is provided in the business. For a manager, a complaint book can be an excellent tool for analyzing their activities.

But if the “Book of Complaints and Suggestions” does not contain a sample form, then the complaint is written indicating the following information:

Date (day, month, year) the complaint was written. It would also be useful to indicate the time of compilation.
FULL NAME. and consumer contact information. This information should be indicated if you plan to receive a response from the administration to the complaint. If such a response is not mandatory, no one has the right to force the client to provide his data.
FULL NAME. and the position of the employee whose actions gave rise to the complaint. This information is available on the employee’s name card (badge).
A detailed description of the essence of the problem for which the complaint is being made.

What does the Law say about this issue? The law states that any entry should not remain without an answer or at least some kind of reaction.

When a client writes about his positive emotions from the services provided or the product purchased, the reaction may be a simple note that the request was received and taken into account.

Attention In this situation, there is no need to inform the consumer about reading his entry in the book, which cannot be said about the case when the consumer wrote a complaint.

The reaction of persons providing services or selling goods should be expressed not only in reading the entry, but also in investigating the problem and notifying the client about the results (if the latter left his contact information). Important! There are certain deadlines for reviewing entries left in the Book of Complaints and Suggestions.

If not, then you can skip this point;

Deadlines for responding to reviews in the book of complaints and suggestions

For entries in the book of reviews and suggestions, as for all written requests, there are established deadlines within which they must be considered and responded.

The deadlines provided for feedback are regulated by the Law of the Russian Federation “On the Protection of Consumer Rights” dated 02/07/1992 No. 2300-1 and the “Instructions on the Book of Reviews and Suggestions”, approved by order of the USSR Ministry of Trade dated 07/23/1973 No. 139, but valid to this day.

5 days are allocated for reviewing the entry. During this period, competent feedback in the book should be compiled. At this time, the applicant must be notified that the record will be reviewed.

The countdown of the period begins from the moment the comment or complaint is entered into the book. If the applicant did not indicate the date when drawing up the claim, the company’s management may not initiate proceedings in the described situation.

The law does not regulate different deadlines for feedback on entries in the complaint book, depending on whether they are positive or negative. For each entry made, the review period is the same . But, as a rule, the period for reviewing a positive entry is much shorter, since it does not require any proceedings.

The review period may be increased from 15 to 30 days depending on the situation. If the review period is delayed for an internal investigation, then the company can use up to 15 days from the date of receipt of the complaint for the investigation. At the same time, within the first 5 days the applicant must be notified that the review period is being delayed, which should also be noted in the book.

If in his appeal the consumer demands a return or exchange of goods, a refund of funds, then in this case the terms are regulated by the Law of the Russian Federation “On the Protection of Consumer Rights” and the consideration period can be up to 30 days. But, as in all other cases, the applicant must be notified within 5 days.

For those who are interested in registering a book of complaints and suggestions, we have posted articles on our website from which you will learn whether registration of this document is necessary, how to register it correctly and what the registration requirements are. We will also tell you in detail how to leave a complaint or review in the book.

Give me the complaint book! If they refuse, call the police

Article on the topic

How soon will the head of the organization read the entry in the complaint book?

It turns out that the book of complaints and suggestions, also known as the complaint book, should be available almost everywhere: in shops, cafes and restaurants, housing services, retail outlets in the market, ticket offices, parking lots, schools and kindergartens, and even the editorial offices of newspapers and magazines, etc. .d. The organization must have a person who is responsible for maintaining and storing the book.

By law, the complaint book must be kept at the legal address of the organization; in a branch (representative office); from an individual entrepreneur at the place of his registration; in places where goods are sold or services are provided.

licensee lawyer Alexander ZHUK explained to AiF , the book of comments and suggestions is a standard document. A real book of complaints is 80 thread-numbered pages bound in cardboard. On page 67 of the document there should be information about the person responsible for maintaining the book. On pages 68-73 of the book, the regulatory authorities record the identified violations.

It contains statements (petitions for assistance in the implementation of rights not related to their violation, reports of violations of the law, shortcomings in work); suggestions (recommendations for improving activities); complaints (demands for restoration of violated rights) and gratitude.

You have the right

Of course, every store, cafe or other organization will try to dissuade its client from filing a complaint, or they will come up with an excuse, saying that the book is in the safe or with the director, in another office.

But it is important to know that the complaint book is presented upon the first request of the citizen. Moreover, you are not obliged to explain why you decided to leave an entry in the book and make your comments or suggestions. No one has the right to demand to see a passport or other document proving your identity. If they still refuse to give you a complaint book, you have the right to complain to a higher authority (in the case of housing and communal services - to the department of urban and housing services, and so on). But how can you prove that you were denied a book of complaints and suggestions?

In order to record the fact of failure to submit a complaint book, you can contact the internal affairs authorities to draw up a protocol. According to Art. 22 of the Law of the Republic of Belarus dated July 17, 2007 No. 263-Z “On Internal Affairs Bodies of the Republic of Belarus”, employees of internal affairs bodies are obliged to immediately respond to incoming applications, reports of crimes, administrative offenses and information about incidents. Another thing is that it is often easier for a person to give up on an unpleasant situation than to contact the police.

Complaint according to the rules

It is important to write a complaint, suggestion or gratitude correctly. So, in order for your appeal to be considered, you must indicate in the book your full name, address of place of residence (or work/study), telephone number and date of appeal, and only after that begin to present the essence of the comment/suggestion. The text of the appeal must be written in clear, legible handwriting in Belarusian or Russian. The use of obscene or offensive words or expressions is not permitted.

Applications that are not related to the activities of the organization (individual entrepreneur) are not considered. Appeals that are considered exclusively by the court also remain unanswered: demands for compensation for losses, payment of penalties.

Waiting for an answer

The response to the appeal must be given no later than 15 days. In some cases (for example, if verification or additional study is necessary), entries in the book of complaints and suggestions may be considered for up to one month.

The response must be substantiated and motivated, and contain specific wording refuting or confirming the applicant’s arguments. The response to the complaint must contain an analysis and assessment of the actions being complained of, information on the measures taken if the complaint is found to be justified. Copies of answers should be kept along with the book of comments and suggestions. By the way, if you wrote a complaint in Belarusian, you are required to respond in the same language.

If your complaint is rejected or your appeal is left without consideration, the response must indicate the appeal procedure. The response to the appeal can be appealed to a higher organization.

By the way

The book is checked by regulatory authorities (usually representatives of the Ministry of Trade) during inspections. The inspection plan is drawn up for six months. It can be found on the official website of KGC. Absence, failure to present a book, violation of deadlines for consideration of comments and suggestions, or failure to inform about the refusal to satisfy an appeal will entail a warning or a fine in the amount of 600,000 to 1,500,000 rubles.

TO THE POINT

Do a restaurant have the right to refuse to provide a complaint book to a drunk person?

No, they don't. However, the restaurant administration has the right to call the police to draw up a report for a citizen being drunk in a public place.

What do Belarusians write in their complaint book?

Viktor RUBTSOV, head of the service development department of the municipal unitary bathhouse enterprise “City Baths”:

“There have always been and are people who are dissatisfied with something. People leave all sorts of complaints. One woman complained that she was not allowed into the women's section of the bathhouse with her seven-year-old son. Although according to the rules, children under three years old are allowed there. Well, here, you understand: why should such a grown-up boy go to the women’s department? There was such a case. Two companies came to the general section of the bathhouse. Some in the Russian steam room were cold, while others were hot. And some people thought the water in the pool was cold. There are also far-fetched claims - people complain that they are prohibited from bringing strong drinks with them. So people write complaints, and we, according to the law, issue a book of comments and suggestions upon the client’s first request. People also leave a lot of gratitude. In general, we read gratitude much more often. “Visitors thank us for the good service and attentive service.”

Responsibility for violation of deadlines

The law does not provide for liability as such for violation of deadlines for filing a response , or in general for its absence. But if the consumer is fundamentally committed to the investigation, but does not receive a response to his complaint, he has every right to file a complaint with Rospotrebnadzor, where his appeal will be accepted. And the investigation into the situation will be carried out to the fullest extent of the law. Therefore, it is better not to allow this to happen.

During scheduled inspections of Rospotrebnadzor, the book of reviews and suggestions is mandatory checked (its accessibility, availability and maintenance). In case of violations of the rules of conduct, a fine of up to 10,000 rubles may be imposed on the organization.

The book of reviews and suggestions is a strict reporting document, the maintenance of which should not be neglected. Compliance with all the rules and requirements of the law will ensure that the audit will not detect any violations and will help you avoid fines. And timely and high-quality consideration of complaints can restore consumer loyalty.

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