I would have to agree with a lot of what has been said already. If you need to find a tool for handling complaints, the tool might be better described as a "pink slip" for the area that is causing all these complaints.
Now if your handling complaints for other companies, then use some kind of logging app or program, if you have MS office, then use Access and make a database that would be searchable and log everything about those complaints.
Just without more information, nobody is going to give you an answer that can help you completely. This is all just speculation on my part.
Cleaning up the e-waste one company at a time 
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