Whatever business you are in, there may come a time when you receive a complaint about the goods or services you have provided.

Whether you see it as an unjustified attack on your name or believe it to be a tactic employed solely to avoid or delay payment, it is important to keep your cool and not react in a way that could set you up for bigger issues further down the line.

Acting on impulse could do more harm than good, so often we see people react badly to a complaint and fire off an angry email or argue their case on the phone, but responding this way could spell disaster and it is likely to prove expensive for the business.