Thesis from 2015 in the field of Business Administration - Human Resources and Organization, grade: 1.3, FOM Essen, University of Economics & Management non-profit GmbH, University Management Essen. Language: German. Abstract: Complaint - a rather unpopular term. Hardly anyone wants to deal with it, and everyone despises and fears it. Why is that? A complaint is interpreted by employees of a company as a disclosure of a personal mistake and is therefore perceived negatively. To avoid possible criticism from a superior, employees try to keep complaints at bay, consequently making it difficult for customers to complain to the company. The problem lies in the fact that the attempt to avoid or keep complaints away correlates with the implementation of an effective complaint management system.