When is a dissatisfied customer a legal risk?
Dissatisfied customers are part of doing business. You resolve most complaints together—by listening, offering a solution, or carrying out repairs. But sometimes a complaint escalates. The customer refuses payment, threatens legal action, demands compensation, or posts a negative review that damages your reputation.
At that moment, a commercial problem turns into a legal risk. What you say, write, or offer now can be used as evidence later. Making a concession too quickly can be interpreted as an admission of liability. Reacting too late can weaken your position.
Is your client's complaint legally justified?
Not every complaint is legally justified. A customer who is dissatisfied with the result does not necessarily have a right to a refund or compensation. That depends on what was agreed, whether the performance
met the agreed standard, and whether the customer complained in a timely manner.
Legally, a customer must first give you the opportunity to remedy a defect. If you offer to remedy the defect and the customer refuses, their legal position is significantly weakened. Always record repair proposals in writing.
What you should not do with a dissatisfied customer
Three mistakes entrepreneurs regularly make that work against them legally later:
Firstly: repaying money without legal advice. This is almost always interpreted as an admission that you have fallen short, even if that is not the case.
Secondly: reacting emotionally or defensively via email or WhatsApp. Everything you write can be introduced as evidence. An unfortunate choice of words will cost you more than the complaint itself.
Thirdly: ignoring the complaint or waiting too long to respond. Some complaint rights expire if you do not respond in a timely manner — but the customer can also lose their rights if they do not complain in time.
Negative reviews and reputational damage
A customer who threatens to leave a negative review or who has already posted an unjustified review can be dealt with legally — but this requires a careful approach. Not every negative review is unlawful. A review is only unlawful if the content is demonstrably false and disproportionately damages your reputation.
We assess whether there are legal grounds for a cease and desist letter for removal or rectification, and draft the letter if necessary.
When should you hire a lawyer?
Engage legal assistance as soon as the customer refuses payment based on the complaint, sends a liability claim, threatens legal proceedings or a lawyer, or if communication hardens and the parties can no longer resolve the matter amicably. The sooner you do this, the more
options you have.
