In this paper, we will address a negative reaction or dissatisfaction with a service that is not desirable and which leads to complaints that, if they are not solved in favor of consumers, can lead to a loss of consumers as well as to spread negative advertisements to other consumers. Complaints may be directed to a reseller, manufacturer, or legal entity. In the first two cases, complaints, if handled appropriately, can lead to consumer satisfaction and re-purchase of the same product, while the complaint directed at a legal institution is based on a consumer's inability to deal differently with the problem and usually leads to a loss of customers. This paper presents several consumer issues as well as the ability to solve these problems. Only an initiative is needed, and without big money investment some problems would be easy to solve. The work of the entire company is highlighted, focusing on the complaint handling department as well as the complaint process from the beginning to their final solution. An undertaking such as Plinara d.o.o., as a provider of services in the public sector, must comply with consumer protection laws. The most important consumer in this business is his satisfaction. A satisfied consumer is a consumer who will continue to use the service of the same service provider, and will not go beyond the competition, which is actually the most important thing. Complaints are trying to escape, but if it comes to them, the most important thing is to get rid of it quicker and more efficiently.