How to reduce complaints-don’t record them

A complaint is only a complaint if it is a formal complaint and is only a formal complaint if the word, “ formal”  is used other wise it is not recorded as a complaint because it has been dealt with informally. Managers are expected to try and deal with complaints informally as such they are enquires, issues raised or concerns not complaints. We  haven’t had any complaints.How do you know if you don’t record them as such? Because I asked the manager.