Complaint Form template

A complaint form with triage built in. Customers pick a severity — urgent, important, or minor — and a skip rule shows the callback-number question only to urgent cases, so same-day calls go where they're needed and everyone else moves straight through. Attachments, order numbers, and a categorized dropdown keep the intake structured enough to route.

Use this template Start free — no card

9 questions · works on the free plan (500 responses/month) · fully customizable

1 built-in logic rule
File upload question

What’s inside

The questions this template ships with — rename, reorder, or delete any of them in the builder.

01Your contact detailsContact info

02What is your complaint about?Dropdown

03Order or account number (if you have it)Short text

04What happened?Long text

05Attach photos or documentsFile upload

06How serious is this for you?Multiple choice

07Best number for a same-day callbackPhone number

When to use this template

The complaints link in an e-commerce store's footer, replacing a shared inbox nobody triages
A property management company fielding tenant issues that range from a dripping tap to a burst pipe
A restaurant group giving unhappy diners a private channel before they reach for a public review
Any team that promises same-day responses for urgent cases and needs the form to sort them out automatically

Tips to get more from it

The severity question drives the skip rule: choosing anything other than the urgent option skips the phone field entirely. If you add a severity level, revisit the rule in the logic panel so it still points at the right answer.
The complaint-category dropdown allows Other, so edge cases don't get forced into the wrong bucket — but review those Other answers monthly; recurring ones deserve their own option.
The file field accepts any file type, not just images, because complaints often come with invoices or email screenshots. Three files at 10 MB each is the default; raise it in the field editor if your customers send video.

Questions people ask

How should a business handle customer complaints online?

Give complaints a dedicated structured form rather than a generic contact page. Asking for severity, category, and an order number up front means the complaint reaches the right person with enough context to act — which is exactly what this template collects.

Can the form behave differently for urgent complaints?

Yes — that logic ships with the template. A skip rule shows the callback-number question only when the customer selects the urgent option. You can edit or extend the rule in Zunoform's logic panel.