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

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.

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

So sorry that happened to you. That must’ve been a dreadful experience. I suppose I was thinking about the olden days, before social media, actually before computers. I know, how did we cope without Mr Google! Plus it would never occur to me to track someone down and abuse them, especially when I’m complaining about being verbally abused.

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.

Obviously practices have changed, mostly because of the internet. I wonder how long after the introduction of social media, did it become necessary to only give first names as a precaution to keeping employees safe. I agree with all of you that say, there are nasty people out there. It all makes perfect sense now, first names only. I now don’t find it odd at all anymore. Thankyou the good people of MN for teaching an old lady a new way of thinking.
You’re only old if you stay in the past and refuse to embrace new ways and ideas. You’ve all cheered me up, I’m not confused or grumpy at all. Think it might be G&T time?!

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.

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.

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!

@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!

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.

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.

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.