Complaint! by Sara Ahmed is an informative and important insight into (formal) complaint. It articulated experiences that I have also had and made me reflect, a lot. 

I'm expecially thankful that I got the chance to learn about different tactics institutions like to use to shut complaint procedures down faster. 
Expecially the part about strategic inefficiency opened my eyes.

However, it was veryy repetitive and could've been maybe a hundred pages shorter.