A complaint is the one thing a customer writes that should not wait for somebody to open the bell. Every complaint still raises a bell notification for the businesses involved (see Handle a complaint); on top of that, each business names the people who get an e-mail the moment one is created.
Choose the recipients
- Open Settings from the sidebar and pick the Notifications tab.
- Under Complaint emails (Choose which users receive an email when a complaint is created.), open Select users. The list holds your own staff, each with their e-mail address; tick as many as you like, and the picks appear as chips.
- Press Save.
The list is yours alone: a subcontractor picks its own people in its own settings, and an account that leaves your business drops off the list by itself.
What is sent, and to whom
When a complaint is created on an address, by you or by the customer, one e-mail goes to each person picked by
- the business that owns the address, and
- the subcontractor responsible for the address at the time, if there is one.
The subject is New complaint about the address, and the body names the location, its address, the description and, when it was recorded, who raised it with their name and phone number (never their e-mail, since the subcontractor's people get the mail too). An Open the complaints page button lands on Locations → Complaints. Each recipient gets it in their own language, the one on their account, whatever language the complaint was written in (see Change the language).
Everyone on the list gets it. Being picked here is the business's decision, so no personal e-mail setting stands in the way, and it includes the person who raised the complaint: someone who put themselves on the list asked for every one of these mails. The only people left out are colleagues who are deactivated, deleted or no longer in the business, and accounts without an e-mail address.
An e-mail that cannot be delivered never stops the complaint: it is created and shown in the list regardless.
The Email notifications switch
Customer accounts have an Email notifications switch on My Account in the portal. It is on for every account (new ones start with it on, and existing ones were switched on in September 2026), and it governs one complaint mail: the one a customer gets when a complaint they raised in the portal is resolved; see Handle a complaint. It has no effect on the list above.
Only creation, for staff
Nothing else about a complaint is e-mailed to staff. Comments, resolving, reopening, archiving, charging a supplier and the customer's side of the conversation stay in the bell and on the page, as described in Who is told what.