Ok I see now!
JMHO, but I define as a complaint is any expression of dis-satisfaction from the client. Now, with that said some will become items that need to have an action taken and others will go into the no action required file but they will be kept for trending purposes. In any case we will get back to the client and let them know what we are going to do. We may go back to thema and say we investigated the situation and there is nothing we can do or we have done A,B,C to ensure that this will not happen again. There maybe times we say we have taken your comments into consideration blah, blah, blah, as long as you take some action the customer will be happy, as long as you don't ignore them.
I know this is off topic a bit, but how would you feel if you called and complained and never heard anything back?