ACXPA Complaints Hub
Turn a tough complaint into a calm, professional reply in minutes
Pick the complaint, tell the Complaints Coach what happened, and get a reply built on ACXPA's proven complaints handling methods.
It flags what to check before you send, and tells you when a complaint needs escalating.
One of two ACXPA coaches. Not a complaint? Use the Customer Response Coach
Three steps from "What do I say?" to ready to send
- 1
Pick the situation
Choose what happened, the channel, your tone and what you can offer.
- 2
Tell the coach what happened
One or two lines, without customer names. Emails, phone, card and account numbers are removed automatically.
- 3
Check, personalise and send
Review the checks, add the customer's details on your screen, then copy, download or save.
See it in action
Watch two lines become a reply you'd be proud to send
- 1Pick the situationSituation, channel, tone and what you can offer.
- 2Tell the coach what happenedOne or two lines. No customer details needed.
- 3Check, personalise and sendThe coach flags what to check and when to escalate. Names fill in on your screen.
The highlighted details fill in on your screen, so the customer's details are never sent to the AI or stored by ACXPA.
Example. The member picked: Product or service complaint, Email, Warm, Offering a remedy. What happened: Dishwasher installed last Tuesday is leaking. Customer had to take a day off for the first visit and is angry about another wait.
The coached reply: Re: Your dishwasher installation with {{business_name}}. Dear {{customer_name}}, Thank you for letting us know, and I'm sorry. A leaking dishwasher days after installation isn't the standard we hold ourselves to, and I understand how frustrating it is to face another wait after already taking a day off for the first visit. I'd like to put this right quickly, without you losing another day. I can offer [INSERT REMEDY, e.g. a technician visit early or late in the day, at no charge if the installation was at fault]. Please reply to this email or call me directly on {{your_phone}} and I'll book it in personally. Kind regards, {{your_name}} {{your_title}} {{business_name}}
Loading the Complaints Coach…
Two coaches, both included
Not a complaint? Everyday enquiries have their own coach too
The Customer Response Coach handles the everyday replies your team writes all day: questions, changes, payment reminders, positive reviews and thank-yous.
Delays, refunds and no-shows are in both. Use the Complaints Coach when the customer is unhappy.
Responses are a starting point. Review every reply before you send it, and for matters with legal implications check your obligations with your consumer regulator or a qualified adviser.
