Client complaints are part of running any business. But when a client raises concerns about a team member, it can be difficult to balance the needs of the client, your employee, and your reputation.
With the right process, you can handle these situations calmly and consistently, protecting your relationships and keeping your team confident and focused.
The hidden cost of mishandling a complaint
When a client raises an issue about an employee, it’s rarely just a minor inconvenience. Your immediate concern might be the specific problem, but the ripple effects can be far-reaching:
Losing valuable clients: A poorly managed complaint can shatter trust, leading clients to take their business elsewhere.
Damaging team morale: If employees feel unfairly treated or unsupported, it can breed resentment and reduce productivity.
Reputational risk: Word travels fast, and a reputation for chaotic or unfair complaint handling can deter future clients and talent.
Wasted time and energy: Without a process, you’ll spend precious hours reacting, investigating, and second-guessing instead of growing your business.
A step-by-step approach to resolve client complaints calmly
Having a clear, consistent process in place removes the guesswork and ensures you handle every complaint fairly. Here’s how:
Stay calm and listen When a client reaches out, thank them for bringing the issue to your attention and let them explain the situation fully without interruption or immediate defence. Take detailed notes, gathering all the specifics, but avoid making any judgements or promises at this stage.
Acknowledge and apologise Respond within 24 hours to show you’re taking the issue seriously. Acknowledge their concern and express regret for their experience. This isn’t an admission of fault but a sign of professionalism and respect.
Ask questions and gather facts Ask the client for details: what was said or done, when and where it occurred, and who else was present. Internally, review any relevant emails, messages, or accounts to build a full, objective picture.
Meet with the employee Schedule a private, factual conversation with the employee involved. Present the complaint clearly and listen to their perspective without pre-judgement. Sometimes, complaints arise from misunderstandings, or even difficult client behaviour. If the complaint is valid, work together to find solutions such as extra training or clearer procedures.
Update the client Once your investigation is complete, confirm that the matter has been addressed. Keep employee details confidential but reassure the client that appropriate action has been taken and changes made where needed.
Proactive steps for a stronger business
To reduce future issues, consider:
Creating a written complaints process: Outline who responds, expected response times, and escalation steps.
Keeping thorough records: Maintain factual notes on every complaint to track patterns and protect your business.
Training your managers: Equip them with the skills to handle complaints calmly and fairly.
When to seek expert support
Some complaints carry legal risk, such as allegations of discrimination, harassment, or whistleblowing. In these cases, an independent HR consultant can provide neutral, expert support to ensure investigations are handled properly and compliantly.
We’re here to help
If you’re finding client complaints about employees a source of stress, or want to make sure your process protects your business, let’s have a conversation.
As an outsourced HR consultant in London, we help business owners handle these tricky situations with confidence, turning potential problems into opportunities to strengthen relationships and trust.
Book a confidential call today, and let’s discuss how to protect your team, your clients, and your peace of mind.
We cover the whole of England.
Areas we cover in London include:
- Battersea
- Chelsea
- Westminster
- Belgravia
- Hampstead
- Woking
- Hammersmith
- Chelmsford
- Croydon