How to Keep a Complaint Diary
How to keep a dated complaint diary for calls, messages, missed responses and practical impact.
Quick Answer
A complaint diary is a simple dated record of what happened after the issue was discovered. It can include phone calls, unanswered emails, repair visits, promises, delays and practical impact. It should be factual and updated close to the event.
Key Takeaways
- Write entries close to the event.
- Separate facts from feelings or assumptions.
- Record who you contacted and what they said.
- Include unanswered messages and missed deadlines.
- Keep the diary consistent with your document timeline.
Step-by-step guidance
Set up a table with date, contact, event, evidence and next action.
Add phone calls and emails on the day they happen.
Note missed deadlines or promised callbacks.
Link diary entries to documents where possible.
Review for accuracy before using it in a complaint.
Practical examples
- A disrepair diary might record each report to the landlord and each missed repair appointment.
- A holiday refund diary might record each platform message and refund refusal.
Common mistakes
- Writing long emotional paragraphs instead of dated facts.
- Adding guessed dates without labelling them as approximate.
- Leaving out unanswered contact attempts.
Checklist
- Write entries close to the event.
- Separate facts from feelings or assumptions.
- Record who you contacted and what they said.
- Include unanswered messages and missed deadlines.
- Keep the diary consistent with your document timeline.
Common Questions
Do I need every document before complaining?
No. Start with what you have and record what is missing. Missing evidence can often be requested or explained.
Should I edit evidence before saving it?
No. Keep original copies where possible. Make separate notes or summaries rather than changing the original record.
Where does this fit in the Knowledge Centre?
This guide is part of the Evidence Centre and links back to the main Consumer Rights Knowledge Centre.