The scientific goal of this article was to confirm the thesis that efficient complaint management
can be one the company’s competitive advantage elements of in the sphere of logistic
customer service. The theoretical part of the article presents basic foundations related to
complaint management process as an important element of post-trade sales process in customer
service. The research part presents an example of the implementation of efficient
assumptions of the complaint management process on the example of a construction industry
manufacturing company. Guidelines for the design and implementation of an effective
and efficient complaint handling process are presented. An example of process analysis is
done using appropriate quality tools.