Complaint
No professional way of working: no clear point of contact, no commitments, follow-up left to the customer
In the reported cases it is unclear who is responsible for what: a matter passes between sales, customer relations and accounting and is explained from scratch each time. No written work plan, delivery commitment or process description is given; to learn what stage things are at, the customer writes reminders. Replies are short and reasons change; the same question gets different answers on different days. When an error occurs, nobody owns it. (Opinion: in an accounting and registry service, follow-up resting on the customer is a sign that the service is not run professionally.)
This card describes a complaint type rather than one incident; details may vary from report to report.
How to recognise this situation
- It is unclear who your counterpart is; a different person or a generic address in each exchange.
- Commitments are not confirmed in writing.
- Open issues are not followed up.
Questions to ask the provider
- Who is responsible for my account, and what are their direct contact details?
- What is your standard reply time for questions?
- In which tool or list do you track open issues?
What to do about this type of complaint
Ask for the name and direct e-mail of the person preparing the report; confirm every call in a dated message. If replies stop, send one written formal notice and make sure your company’s registry and tax access no longer sits with the provider.
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