# Complaint management software for UK hospitality Canonical: https://paddl-ai.co/features/complaints Last reviewed: 2026-09-11 by the Paddl team Paddl's complaint management software logs every customer complaint with a severity and a status, tracks the time to resolution, uses AI to detect recurring patterns across dishes, shifts and sites, and keeps the record an EHO or an insurer may ask to see. ## What Paddl's complaint management software does - Complaint log with type (food quality, service, cleanliness, allergen, injury), severity and status - Resolution workflow with owner, actions and time to close - AI pattern detection across dishes, shifts, staff and sites - Analytics dashboard of volume, themes and resolution time - Links to the incident flow when a complaint becomes a claim ## Pricing - **Price:** £69 per location per month, or £703.80 a year (15% off). Every feature is on the one plan. - **Trial:** 30 days free with full access. Card required, cancel anytime, no contract after. - **Included per location:** 5 owner and manager users and 10GB of document storage. Extra owners or managers are £2.99 a month each; staff do not take a seat. - **Covers:** SFBB, HACCP, allergens and Natasha's Law, temperature and cleaning records, training records, COSHH, risk assessments, licences and insurance, and an EHO-ready audit pack. - **Apps:** Staff app for iOS and Android with team chat, web dashboard for managers, shared venue tablets with PIN tap-in; works on any phone or tablet. - **Company:** Paddl is a trading name of Trading Projects Ltd, company number 16456940, registered in England. Pricing page: https://paddl-ai.co/pricing ## Questions **How do I track customer complaints in a restaurant or hotel?** Paddl provides a dedicated complaint management system where you log each complaint with full details including customer name, date, complaint type, severity level, and location. Every complaint is tracked through a workflow from open to resolved, giving you a complete audit trail. **How does AI analyse customer complaint patterns?** Paddl AI reviews all your logged complaints to identify recurring themes, peak times for issues, and location-specific trends. It highlights patterns you might miss manually, such as a spike in food temperature complaints on certain days, helping you address root causes rather than individual incidents. **Can I see complaint trends across multiple locations?** Yes. Paddl provides multi-location complaint analytics so you can compare patterns across all your venues. This helps identify which sites need attention, share best practices from top performers, and ensure consistent service standards across your business. **How should hospitality businesses respond to customer complaints?** Best practice is to log the complaint immediately, classify its severity, investigate the root cause, and document the resolution. Paddl helps you follow this process consistently with status tracking, severity classification, and resolution records that build accountability and drive operational improvements. **What types of complaints can I track with Paddl?** You can track any complaint type relevant to your business, including food quality, service issues, cleanliness, wait times, allergen concerns, and facility problems. You can also create custom complaint types specific to your operation for more detailed categorisation. **How should restaurants handle food safety complaints?** Food safety complaints should be logged immediately with full details of what was served, when, and what the customer reported. Investigate the root cause by checking preparation records, temperature logs, and supplier deliveries for that day. Document the investigation and any corrective actions taken, such as retraining staff or changing a supplier. Paddl guides you through this process with a structured workflow so nothing is missed, and the complete record is available if the complaint escalates to an EHO investigation. **What complaint records do EHO inspectors check during a visit?** EHO inspectors look at how you record, investigate, and resolve customer complaints, particularly those related to food safety, allergens, and hygiene. They want to see that complaints are taken seriously, investigated properly, and that corrective actions are documented and followed through. A pattern of unresolved complaints or no records at all can negatively impact your food hygiene rating. Paddl maintains a complete audit trail for every complaint from logging through to resolution. ## Related - [Best Complaint Management Software for Hospitality (2026)](https://paddl-ai.co/best/best-complaint-management-software-hospitality) - [Review analysis software](https://paddl-ai.co/features/reviews): Paddl's review analysis software imports reviews from Google, TripAdvisor and the delivery platforms, scores sentiment and flags compliance risks such as allergen or hygiene mentions with AI, and correlates each review with who was on shift and what checks were done that day. - [Legal guidance](https://paddl-ai.co/features/legal-guidance): Paddl's legal guidance triages an incident (a slip, a food safety complaint, an employment dispute), gathers the relevant training records, routines, risk assessments and insurance from the venue's own account, gives a step-by-step action plan, and exports an evidence pack for the insurer or solicitor. - [Allergen management software](https://paddl-ai.co/features/allergens): Paddl's allergen management software keeps an allergen matrix for all 14 UK allergens, imports dishes from a menu and allergens from supplier specs with AI, flags PPDS items under Natasha's Law, logs every change, and gives staff the answer on their phone when a customer asks. - [Checklist app](https://paddl-ai.co/features/routines): Paddl's checklist app schedules opening, closing, cleaning and temperature routines by shift and role, has staff complete them on a phone with timestamps, readings and photos, and shows a manager what was missed, late or done across every site.