27/08/2026
A client makes an awful complaint about one of your employees and demands that they be removed from the project.
What do you do?
Of course, you have a commercial relationship to protect...
But, as an employer, there are legal implications if you don't handle things the right way according to the law.
Here's what good handling looks like:
📋 Acknowledge the client without committing to an outcome
Let them know that you're taking it seriously. Don't tell them what action you're planning to take before you've investigated.
🔍 Speak to your employee before you draw any conclusions
A client complaint is an allegation, not a finding. Your employee deserves to give their side before anything happens.
📝 Document everything as you go
What was alleged, when, what each person said, what you found. That record protects you if the situation escalates.
⚖️ Match the outcome to what you actually find
The right response might be a formal process, a training conversation or a process change. It depends on the facts, not on how annoyed the client was.
📞 Close the loop with the client
You don't need to share internal details. But going silent after a complaint does more damage than the original issue.
Handled well, a client complaint can actually strengthen both relationships.
Handled badly, it can cost you both.
If you're dealing with something like this and you're not sure how to approach it, get in touch.
