To think a complaints manager should…

Well done for being open minded enough to take the points on board, OP.

I used to insist that my staff provided their full names when dealing with customers but I now advise them to provide first names only, precisely because of the issues outlined on one thread. I had one member of staff with a very distinctive surname, and a dissatisfied client somehow managed to find his family member online and started to harass them about her complaint. Totally out of order!

Unfortunately, I would say that about 80% of the complaints that we receive these days are from people with very obvious mental health issues who are not able to access appropriate support; most of their complaints don't have any actual substance to them and often aren't even relevant to the service that we provide. That unfortunately means that the 20% of people who do have a genuine complaint have to be dealt with according to the same process that we have in place for the people who are complaining because they are unwell. Protecting staff from harassment is essential, and our top priority.

No, all you should be given is a reference number with regards to your complaint and nothing more. Very few corporate complaints have one dedicated member of staff for each case so ringing up and asking to speak to Daniel wouldn't be appropriate. Echoing what others have said around safety concerns for staff too, a loony could harass someone etc.

I have to wear a name badge in work (why I have no bloody idea, I don't know the customers' names nor do I care to, why should they know mine, it's creepy) it just has my first name on it but it has lead to 2 different customers harassing me, one even finding me on sm, taking my phone number from it (I didn't know it was visible to all at the time) and just generally being a weirdo stalker. The other was a creepy old man who'd mention me by name constantly, ask where I was etc etc.

YABU. I’m a manager. Absolutely no way any customer is knowing my name either in person or over the phone.

If you want to complain about me they will know who is working by the time you supply and a description. Nobody is entitled to my name.

@latetothefisting

Yes some sort of identifier should be provided proactively so 'Daniel in the complaints department' is fine.

Trouble comes at a later date when whatever they promised hasn't happened, or they lie about what they told you, or you call again, speak to someone different and there's no record of your complaint. Funny how they won't give you their identifying details but first thing they ask when a promised action hasn't happened is "who did you speak to". Doh!

Glad you’re not grumpy and hopefully he can resolve your complaint satisfactorily. No need for me to rehearse the reasons why so many places have the first name only policy in place. Good on your for dealing with it with good grace and you deserve a G’n’T!

Our company does give out first names and surname initial only. Ever since some bloke stalked a 19 year old and sent her dick photos on FB.

depends. Yes some sort of identifier should be provided proactively so 'Daniel in the complaints department' is fine.

But as pp have said, a tiny amount of people can go OTT with staff - in my old job (involving quite serious complaints) we had people looking on staff's social media pages and using what they found to query why they weren't capable to make a finding on their complaint (along the lines of 'I see X is only 25 and only got a 2.2. from university, how on earth is she qualified to make this decision,') or publishing their full name on a really nasty google review so it's one of the first things that come up when you search for them, etc.

You can have my first name and if you must my employee number to identify me that's your lot. Some colleagues with very identifiable names prefer to sign emails L battenburgcake and that's enough too.

Not necessarily, I ran a large car dealer for a multi franchise site one of largest in uk thousands of staff, CEO used to read complaints pass them on then want personal updates so not all companies

Yabu.

You have his first name, his role and the site her works at.

I wouldn’t give out my surname so some aggrieved weirdo could stalk me on social media.

Not say you are a weirdo, but there are plenty of them out there.

You do not need his full name. His first name, job title js enough and if you need more you could ask for his line managers first name too.

At one of the companies I worked for we weren't allowed as someone had rocked up to the office and tried to gain access to attack the person they spoke to

Why is Dan unprofessional?

The CEO emails you find online will go through to a team of people who see the emails.

The CEO, at most, will get an over view of how many came in and have been dealt with. Possibly have any flagged that have potential to get media attention or being legal action.

It’s still worth doing it as they usually get responded to quicker. But the CEO won’t deal with it.

and saying someone is unprofessional, without reason isn’t goi f to help your complaint.

I stopped giving my full name out once some wanker decided to name me and direct his loon friends to my social media, even listing which office I worked in (head office) into posts claiming I had said it was ok for drivers to drive dangerously. We had people from a Facebook group who were campaigning about dangerous driving trying to access head office to shout at me.

He complained about one of our drivers (we have 2000) couldn’t give me a reg and expected me to instantly find out which driver it was and transfer him to the driver. He refused a transfer to the head of the fleet division, though. Who is the one person who could locate which van it was through trackers.

So no, I wouldn’t recommend anyone gives you their full name. Not saying you would do this, but no one knows who will and won’t until it’s too late.

I am sorry you have been discriminated against. But there’s absolutely no reason you need his full name.

I also don’t give my full name out to members of the public at work.

My last name isn’t common and I don’t want anyone to find me any other way.

First name is enough.

Same in the company I work for.

They never go to the CEO.

If they have CEO written in them then they get flagged and dealt with on a first priority basis and that’s it.

Bit OF a difference, obvs!

Ahem no, they most certainly should not give you their full name. You want their address and kids school whilst you are at it?

They SHOULD give you a reference number that can be accessed immediately from anyone in the department.

It might be ok for "Will Smith", I am sure we have a few. Any name the slightest bit unusual is far too much at risk of trolling and abuse.

On the surface of it, not giving one’s full name and, probably, job title does seem a bit as though they are trying to make things so difficult for you that you give up and go away or avoid any personal backlash. You don’t say whether you actually asked for this information and were refused or whether you are simply disappointed that the person you spoke to did not offer it; There’s a bit if a difference.

First name only in case you are a nutter.
Not suggesting you are OP but it happens

I work in complaints and would give my name but I have a colleague who now uses a fake surname for work after a customer tracked him down on social media to hurl abuse at him.