If a customer complains after their visit and you don't want Collins to then send them the automatic follow up email, you can disable it from the customer's booking.

• Find the customer's booking
• Click on the booking to bring up the booking details screen
• Click on the “Messages” tab
• Under Automated Email > tick “Don’t send follow-up email”
• Make sure to SAVE the booking

Note, this will only be visible if you've turned the automatic follow-up email on in your settings. Follow this guide to learn how to do this.