A complaint management system
that is your own app
Every complaint becomes a numbered ticket with a status, a priority and someone responsible. Your team replies, keeps internal notes the customer never sees, and spots at once which complaints are past their response deadline.
What comes in the app
Every complaint numbered and owned
Each complaint has a number, a subject, a status (new, open, waiting on customer, resolved, closed), a priority, a category and the person who owns it.Response and resolution deadlines
Set hours per priority for the first reply and for the resolution. Each complaint shows the time left, and overdue ones are red in the list and on the dashboard.Internal notes
Next to the replies, your team keeps notes only the team can see: what was checked, what was offered. The customer never sees them.A record of every step
The conversation, status changes, reassignments and priority changes are kept on the complaint with who did it and when.Public form and customer portal
Anyone can log a complaint from a link or a QR code, without an account, and follow it on their own link. Customers with an account see all their complaints and nobody else's.Dashboard and canned replies
Open, unassigned and overdue complaints, deadlines met over 30 days, complaints by category and by agent, plus saved replies filled in with the customer's name.How it works, in 3 steps
01
Start here
Click “Build my complaint system”. The helpdesk starting point is already picked and your first message is already written.
02
The app runs in about a minute
Refinar builds the app with sign-in, pages and a real database, and shows it in a live preview where you can try it straight away.
03
Change it by asking, then launch
Ask for changes in plain English: a field for the order number, your own complaint categories, deadlines in working hours only. When you launch, the code and the database are yours and the app is hosted on Refinar.
Complaints are tickets with deadlines
A complaint needs the same things as any support request, only stricter: someone who owns it, a first reply on time, a resolution on time, and a record of what was said. This app handles complaints and everyday questions in one place, with categories to tell them apart.
It is not certified for any regulator or standard. If your sector has a formal complaints procedure, ask for the fields and steps it requires, such as a final response letter or a root cause.
Questions
Can a customer see other customers' complaints?
No. A customer with an account sees only the complaints they logged, and never internal notes. The app's automated test checks this on every change: the list, search, a direct link and the export.
Does it send and receive email?
Not yet. Email is simulated and labelled as such in the app: you can try an incoming email by hand, and replies show as not sent. Customers follow their complaint on its link or in the portal. Connecting an email service is a change you can ask for.
How are deadlines counted?
From when the complaint is logged, in hours, around the clock, by priority. The first response counts when an agent replies to the customer; internal notes don't count. Working hours can be added as a change.
Is it compliant with complaint handling rules?
It is not certified for any regulator or standard. It gives you numbered complaints, deadlines and a record of every reply, which most complaint procedures ask for; check your own sector's rules for the rest.
What does it cost?
Building and changing the app uses credits from your Refinar plan; prices are on the pricing page. The app has no per-agent licence, and the code and the database are yours.
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