Recently at work I was made aware by my manager that a customer had complained about me to HR for my apparent poor customer service towards him.
In a nutshell, the customer had used the self service till, but his payment of around £35 hadn't gone through.
I went outside and asked him to come back into the store, explaining why. He wasn't happy as he was just about to get into his car, and he insisted that he'd paid as he 'heard the machine beeping'.
Once again, I explained that the payment hadn't been taken, and so he came back into the store, angrily tapped his card on the pad and stormed off saying that he 'wasn't trying to steal'.
I hadn't accused him of anything, and was polite at all times.
He's now made a complaint against me, which I wouldn't normally be bothered about. However, I was asked to make a statement to give my version of events, and was told that HR may most likely decide to issue me with a letter of improvement.
I've been at the store for ten years and have never had any issues, but I'm annoyed that a customer's unjustified complaint can result in me being reprimanded for doing my job, especially as I wasn't rude, he was.
Should I refuse to sign it, given that I feel it's an unfair complaint?