Discusses frequency of complaints and the fact that very few unsatisfactory items are not complained about. States also …‐year research project sponsored by the Consumer Council into the nature of consumer complaints, the research project questionnaire … by the buyer, frivolous complaints are rare, and those involved are not specific for certain areas. Concludes that …

recent food scares have all contributed to highlight the importance of handling customer complaints. Describes the advantages … responses take, complaint follow‐ups and invalid complaints.  …