The proper handling of complaints determines the reputation of a facility or an outpatient service. However, sustainable improvements in service are often challenging. As a result, many providers and management personnel shy away from this cumbersome topic. This guide to implementing a complaint management system is the result of many years of consulting work in elderly care. It has been developed from the everyday challenges of practice. Gerhard Tinnefeldt explains the procedures and tools for a sustainable complaint management system. He provides recommendations for implementation and execution and offers assistance for the regular audits necessary to keep an established complaint management system alive in the medium and long term.