---
title: "What is the difference between a complaint and an unsubscription in Sarbacane Contacts?"
description: "Understand why a complaint weighs on your deliverability, and how to receive fewer of them."
url: https://help.sarbacane.com/en/articles/352-what-is-the-difference-between-a-complaint-and-an-unsubscription-in-sarbacane-contacts
collection: "Unsubscribe List"
updated: 2026-10-30
language: en
alternates: [fr, es]
---

# What is the difference between a complaint and an unsubscription in Sarbacane Contacts?

Understand why a complaint weighs on your deliverability, and how to receive fewer of them.

An unsubscription is a click on your email's unsubscribe link: the contact simply leaves your sendings. A complaint is when the recipient reports your email as spam from their mailbox (Gmail, Outlook, etc.): it sends a negative signal to mailbox providers, which can lower the deliverability of all your campaigns.

## Where to find them in Sarbacane

Both are stored in your Sarbacane Contacts opt-out lists: unsubscribers in the unsubscribers tab, complaints in the **Complaints** tab. In both cases, the contact is set aside from your next sendings.

## Why a contact complains

-   They don't remember signing up.
    
-   They find your emails too frequent.
    
-   The content seems misleading or of no interest.
    
-   They can't find the unsubscribe link.
    
-   They don't recognize the sender.
    

**Best practice**: to receive fewer complaints, offer a clear sign-up, turn on double opt-in on your forms, keep to the frequency announced at sign-up and show a clearly visible unsubscribe link. A contact who unsubscribes is better than a contact who complains.

## Related articles

-   [What is an opt-out list in Sarbacane Contacts?](https://help.sarbacane.com/en/articles/122-qu-est-ce-qu-une-liste-de-desinscription-dans-sarbacane-contacts.md)
    
-   [How do I create and update an opt-out list in Sarbacane Contacts?](https://help.sarbacane.com/en/articles/209-comment-creer-et-mettre-a-jour-une-liste-de-desinscription-dans-sarbacane-contacts.md)
    
-   [How do I fill a list automatically with a form in Sarbacane Contacts?](https://help.sarbacane.com/en/articles/205-comment-remplir-automatiquement-une-liste-avec-un-formulaire-dans-sarbacane-contacts.md)