To think a complaints manager should…

[CuppaTandabiscuit]

AIBU to think a manager should supply their name, especially when dealing with a complaint?
I have made a serious discrimination complaint to a large chain (think as big as B&Q, but not them) and was eventually contacted by the regional manager. This has taken several weeks and phone calls to even find a complaints contact number. He would only give me his first name, and even asked why I needed it. His first name was quite common, like Daniel. I used to be a retail area manager and it was standard practice to state my name and role. Have things changed that dramatically and this is the new norm.
Please don’t ask about the complaint, as I can’t disclose any information, as I may be pursuing legal action. I just found this rather odd not to supply a name.

YANBU- it’s standard practice to state your name as a manager
YABU- you don’t need the name

It depends. Given that we have no idea what the complaint is its hard to know if you came across as a reasonable person wishing to pursue a valid complaint or a lunatic with a vendetta. Policy may be to use your discretion when giving out your full name dependent on circumstances!

It depends. In our company we answer the phone with our name but you wouldn’t necessarily need to have noted it down, we give a complaint reference number that you can quote in further correspondence or conversations so if Daniel isn’t in, then Vera or George can pull up your file to help.

No you need to give your full name. Clearly he wanted to dodge any responsibility. In your shoes I would have found out the CEO s name and written directly to them as soon as I started to be messed about. Do it now and mention how unprofessional Dan is

Public sector complaints manager here. Yes, I think people should provide full names on all correspondence. The only small exception I make for my team (and advise other departments on) is if someone has been warned about unacceptable behaviour. And even then it would only be if they'd been abusing/harassing a particular person or tracking them online/were likely to. It's completely unreasonable to refuse to give names in my view.

Yes, people like you are the reason why some companies don't give out surnames.

You know any contact to 'the CEO' just gets sent to the complaints manager, right?

In every call centre I have ever worked in it's been policy to NOT provide full names (And I am now a Call Centre Operations Manager).
First names only; surname initial if you really need to.

I have seen peopled be doxxed, stalked, threatened etc. over the years after giving customers their full names when dealing with customer service and complaints.

Too many of our staff were harassed online so we stopped giving them. If someone persistently insists they need a surname, they'll be given a fake name. The safety of our staff comes first.

The CEO never sees your complaint. It gets dealt with by the same complaints team as all the others.

Nope, having trained complaints managers at one stage I would advise first name only.

There are several reasons first a few "enthusiastic" people will creep through your socials and rant away on twitter.

Secondly most organisations have CRM systems which assigns a reference which depending on the nature of the complaint may cross several people.

Exactly, the naivety of some people is extraordinary! I once worked for a recruitment agency and after the huge number of threatening and stalking incidents we had, we'd have a fake name/email which would be used to tell/ send people rejections.

Given that they record all conversations and I have been nothing but reasonable and polite, I am definitely not a lunatic with a vendetta. If that was the case I would’ve been all over socials and the press. This was violation of the Equalities Act on three counts.

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.

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

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.

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.

Bit OF a difference, obvs!

I suppose times have changed and it wasn’t that easy to stalk someone back in the day. I take on board that the safety of employees is paramount. Point taken, and understood. It never occurred to me about stalking, but I can see that would be a concern. I certainly wouldn’t want any of my (adult) kids put in danger, whilst just doing their job. Thanks, this is why it’s good to get another perspective.

I did ask, and he refused. But I have taken on board the safety concerns and understand why.

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.

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.

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.

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.

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

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.