diff --git a/app/admin_model.py b/app/admin_model.py
index 9d6b8e19..17f28133 100644
--- a/app/admin_model.py
+++ b/app/admin_model.py
@@ -1,8 +1,12 @@
+from typing import Optional
+
 import arrow
 import sqlalchemy
+from flask_admin.model.template import EndpointLinkRowAction
+from markupsafe import Markup
 
-from app import models
-from flask import redirect, url_for, request, flash
+from app import models, s3
+from flask import redirect, url_for, request, flash, Response
 from flask_admin import expose, AdminIndexView
 from flask_admin.actions import action
 from flask_admin.contrib import sqla
@@ -17,6 +21,9 @@ from app.models import (
     AppleSubscription,
     AdminAuditLog,
     AuditLogActionEnum,
+    TransactionalComplaintState,
+    Phase,
+    TransactionalComplaint,
 )
 
 
@@ -366,3 +373,78 @@ class AdminAuditLogAdmin(SLModelView):
         "action": _admin_action_formatter,
         "created_at": _admin_created_at_formatter,
     }
+
+
+def _transactionalcomplaint_state_formatter(view, context, model, name):
+    return "{} ({})".format(TransactionalComplaintState(model.state).name, model.state)
+
+
+def _transactionalcomplaint_phase_formatter(view, context, model, name):
+    return Phase(model.phase).name
+
+
+def _transactionalcomplaint_refused_email_id_formatter(view, context, model, name):
+    markupstring = "<a href='{}'>{}</a>".format(
+        url_for(".download_eml", id=model.id), model.refused_email.full_report_path
+    )
+    return Markup(markupstring)
+
+
+class TransactionalComplaintAdmin(SLModelView):
+    column_searchable_list = ["id", "user.id", "created_at"]
+    column_filters = ["user.id", "state"]
+    column_hide_backrefs = False
+    can_edit = False
+    can_create = False
+    can_delete = False
+
+    column_formatters = {
+        "created_at": _admin_created_at_formatter,
+        "updated_at": _admin_created_at_formatter,
+        "state": _transactionalcomplaint_state_formatter,
+        "phase": _transactionalcomplaint_phase_formatter,
+        "refused_email": _transactionalcomplaint_refused_email_id_formatter,
+    }
+
+    column_extra_row_actions = [  # Add a new action button
+        EndpointLinkRowAction("fa fa-check-square", ".mark_ok"),
+    ]
+
+    def _get_complaint(self) -> Optional[TransactionalComplaint]:
+        complain_id = request.args.get("id")
+        if complain_id is None:
+            flash("Missing id", "error")
+            return None
+        complaint = TransactionalComplaint.get_by(id=complain_id)
+        if not complaint:
+            flash("Could not find complaint", "error")
+            return None
+        return complaint
+
+    @expose("/mark_ok", methods=["GET"])
+    def mark_ok(self):
+        complaint = self._get_complaint()
+        if not complaint:
+            return redirect("/admin/transactionalcomplaint/")
+        complaint.state = TransactionalComplaintState.reviewed.value
+        Session.commit()
+        return redirect("/admin/transactionalcomplaint/")
+
+    @expose("/download_eml", methods=["GET"])
+    def download_eml(self):
+        complaint = self._get_complaint()
+        if not complaint:
+            return redirect("/admin/transactionalcomplaint/")
+        eml_path = complaint.refused_email.full_report_path
+        eml_data = s3.download_email(eml_path)
+        AdminAuditLog.downloaded_transactional_complaint(current_user.id, complaint.id)
+        Session.commit()
+        return Response(
+            eml_data,
+            mimetype="message/rfc822",
+            headers={
+                "Content-Disposition": "attachment;filename={}".format(
+                    complaint.refused_email.path
+                )
+            },
+        )
diff --git a/app/config.py b/app/config.py
index 475a661e..9fcbdb70 100644
--- a/app/config.py
+++ b/app/config.py
@@ -336,10 +336,9 @@ AlERT_WRONG_MX_RECORD_CUSTOM_DOMAIN = "custom_domain_mx_record_issue"
 # alert when a new alias is about to be created on a disabled directory
 ALERT_DIRECTORY_DISABLED_ALIAS_CREATION = "alert_directory_disabled_alias_creation"
 
-ALERT_HOTMAIL_COMPLAINT = "alert_hotmail_complaint"
-ALERT_HOTMAIL_COMPLAINT_REPLY_PHASE = "alert_hotmail_complaint_reply_phase"
-ALERT_HOTMAIL_COMPLAINT_TRANSACTIONAL = "alert_hotmail_complaint_transactional"
-ALERT_YAHOO_COMPLAINT = "alert_yahoo_complaint"
+ALERT_COMPLAINT_REPLY_PHASE = "alert_complaint_reply_phase"
+ALERT_COMPLAINT_FORWARD_PHASE = "alert_complaint_forward_phase"
+ALERT_COMPLAINT_TO_USER = "alert_complaint_to_user"
 
 ALERT_QUARANTINE_DMARC = "alert_quarantine_dmarc"
 
diff --git a/app/email_utils.py b/app/email_utils.py
index c837077b..0561e399 100644
--- a/app/email_utils.py
+++ b/app/email_utils.py
@@ -699,30 +699,6 @@ def get_mailbox_bounce_info(bounce_report: Message) -> Optional[Message]:
                 return part
 
 
-def get_orig_message_from_hotmail_complaint(msg: Message) -> Optional[Message]:
-    i = 0
-    for part in msg.walk():
-        i += 1
-
-        # 1st part is the container
-        # 2nd part is the empty body
-        # 3rd is original message
-        if i == 3:
-            return part
-
-
-def get_orig_message_from_yahoo_complaint(msg: Message) -> Optional[Message]:
-    i = 0
-    for part in msg.walk():
-        i += 1
-
-        # 1st part is the container
-        # 2nd part is the empty body
-        # 6th is original message
-        if i == 6:
-            return part
-
-
 def get_header_from_bounce(msg: Message, header: str) -> str:
     """using regex to get header value from bounce message
     get_orig_message_from_bounce is better. This should be the last option
diff --git a/app/handler/spamd_result.py b/app/handler/spamd_result.py
index 57cc250b..e3bd3cb6 100644
--- a/app/handler/spamd_result.py
+++ b/app/handler/spamd_result.py
@@ -4,16 +4,10 @@ from typing import Dict, Optional
 import newrelic
 
 from app.email import headers
-from app.models import EnumE
+from app.models import EnumE, Phase
 from email.message import Message
 
 
-class Phase(EnumE):
-    unknown = 0
-    forward = 1
-    reply = 2
-
-
 class DmarcCheckResult(EnumE):
     allow = 0
     soft_fail = 1
diff --git a/app/handler/transactional_complaint.py b/app/handler/transactional_complaint.py
new file mode 100644
index 00000000..ad0bd105
--- /dev/null
+++ b/app/handler/transactional_complaint.py
@@ -0,0 +1,229 @@
+import uuid
+from abc import ABC, abstractmethod
+from io import BytesIO
+from mailbox import Message
+from typing import Optional
+
+from app import s3
+from app.config import (
+    ALERT_COMPLAINT_REPLY_PHASE,
+    ALERT_COMPLAINT_TO_USER,
+    ALERT_COMPLAINT_FORWARD_PHASE,
+)
+from app.email import headers
+from app.email_utils import (
+    get_header_unicode,
+    parse_full_address,
+    save_email_for_debugging,
+    to_bytes,
+    render,
+    send_email_with_rate_control,
+)
+from app.log import LOG
+from app.models import (
+    User,
+    Alias,
+    DeletedAlias,
+    DomainDeletedAlias,
+    Contact,
+    TransactionalComplaint,
+    Phase,
+    TransactionalComplaintState,
+    RefusedEmail,
+)
+
+
+class TransactionalComplaintOrigin(ABC):
+    @classmethod
+    @abstractmethod
+    def get_original_message(cls, message: Message) -> Optional[Message]:
+        pass
+
+    @classmethod
+    @abstractmethod
+    def name(cls):
+        pass
+
+
+class TransactionalYahooOrigin(TransactionalComplaintOrigin):
+    @classmethod
+    def get_original_message(cls, message: Message) -> Optional[Message]:
+        wanted_part = 6
+        for part in message.walk():
+            wanted_part -= 1
+            if wanted_part == 0:
+                return part
+        return None
+
+    @classmethod
+    def name(cls):
+        return "yahoo"
+
+
+class TransactionalHotmailOrigin(TransactionalComplaintOrigin):
+    @classmethod
+    def get_original_message(cls, message: Message) -> Optional[Message]:
+        wanted_part = 3
+        for part in message.walk():
+            wanted_part -= 1
+            if wanted_part == 0:
+                return part
+        return None
+
+    @classmethod
+    def name(cls):
+        return "hotmail"
+
+
+def handle_hotmail_complaint(message: Message) -> bool:
+    return handle_complaint(message, TransactionalHotmailOrigin())
+
+
+def handle_yahoo_complaint(message: Message) -> bool:
+    return handle_complaint(message, TransactionalYahooOrigin())
+
+
+def find_alias_with_address(address: str) -> Optional[Alias]:
+    return (
+        Alias.get_by(email=address)
+        or DeletedAlias.get_by(email=address)
+        or DomainDeletedAlias.get_by(email=address)
+    )
+
+
+def handle_complaint(message: Message, origin: TransactionalComplaintOrigin) -> bool:
+    original_message = origin.get_original_message(message)
+
+    try:
+        _, to_address = parse_full_address(
+            get_header_unicode(original_message[headers.TO])
+        )
+        _, from_address = parse_full_address(
+            get_header_unicode(original_message[headers.FROM])
+        )
+    except ValueError:
+        saved_file = save_email_for_debugging(message, "FromParseFailed")
+        LOG.w("Cannot parse from header. Saved to {}".format(saved_file or "nowhere"))
+        return True
+
+    user = User.get_by(email=to_address)
+    if user:
+        LOG.d("Handle transactional {} complaint for {}".format(origin.name(), user))
+        report_complaint_to_user(user, origin)
+        return True
+
+    alias = find_alias_with_address(from_address)
+    # the email is during a reply phase, from=alias and to=destination
+    if alias:
+        LOG.i(
+            "Complaint from {} during reply phase {} -> {}, {}".format(
+                origin.name(), alias, to_address, user
+            )
+        )
+        report_complaint_to_user_in_reply_phase(alias, to_address, origin)
+        store_transactional_complaint(alias, message)
+        return True
+
+    contact = Contact.get_by(reply_email=from_address)
+    if contact:
+        alias = contact.alias
+    else:
+        alias = find_alias_with_address(to_address)
+
+    if not alias:
+        LOG.e(
+            f"Cannot find alias from address {to_address} or contact with reply {from_address}"
+        )
+        return False
+
+    report_complaint_to_user_in_forward_phase(alias, origin)
+    return True
+
+
+def report_complaint_to_user_in_reply_phase(
+    alias: Alias, to_address: str, origin: TransactionalComplaintOrigin
+):
+    capitalized_name = origin.name().capitalize()
+    send_email_with_rate_control(
+        alias.user,
+        f"{ALERT_COMPLAINT_REPLY_PHASE}_{origin.name()}",
+        alias.user.email,
+        f"Abuse report from {capitalized_name}",
+        render(
+            "transactional/transactional-complaint-reply-phase.txt.jinja2",
+            user=alias.user,
+            alias=alias,
+            destination=to_address,
+            provider=capitalized_name,
+        ),
+        max_nb_alert=1,
+        nb_day=7,
+    )
+
+
+def report_complaint_to_user(user: User, origin: TransactionalComplaintOrigin):
+    capitalized_name = origin.name().capitalize()
+    send_email_with_rate_control(
+        user,
+        f"{ALERT_COMPLAINT_TO_USER}_{origin.name()}",
+        user.email,
+        f"Abuse report from {capitalized_name}",
+        render(
+            "transactional/transactional-complaint-to-user.txt.jinja2",
+            user=user,
+            provider=capitalized_name,
+        ),
+        render(
+            "transactional/transactional-complaint-to-user.html",
+            user=user,
+            provider=capitalized_name,
+        ),
+        max_nb_alert=1,
+        nb_day=7,
+    )
+
+
+def report_complaint_to_user_in_forward_phase(
+    alias: Alias, origin: TransactionalComplaintOrigin
+):
+    capitalized_name = origin.name().capitalize()
+    user = alias.user
+    send_email_with_rate_control(
+        user,
+        f"{ALERT_COMPLAINT_FORWARD_PHASE}_{origin.name()}",
+        user.email,
+        f"Abuse report from {capitalized_name}",
+        render(
+            "transactional/transactional-complaint-forward-phase.txt.jinja2",
+            user=user,
+            provider=capitalized_name,
+        ),
+        render(
+            "transactional/transactional-complaint-forward-phase.html",
+            user=user,
+            provider=capitalized_name,
+        ),
+        max_nb_alert=1,
+        nb_day=7,
+    )
+
+
+def store_transactional_complaint(alias, message):
+    email_name = f"reply-{uuid.uuid4().hex}.eml"
+    full_report_path = f"transactional_complaint/{email_name}"
+    s3.upload_email_from_bytesio(
+        full_report_path, BytesIO(to_bytes(message)), email_name
+    )
+    refused_email = RefusedEmail.create(
+        full_report_path=full_report_path,
+        user_id=alias.user_id,
+        path=email_name,
+        commit=True,
+    )
+    TransactionalComplaint.create(
+        user_id=alias.user_id,
+        state=TransactionalComplaintState.new.value,
+        phase=Phase.reply.value,
+        refused_email_id=refused_email.id,
+        commit=True,
+    )
diff --git a/app/models.py b/app/models.py
index ed30ca52..67109903 100644
--- a/app/models.py
+++ b/app/models.py
@@ -235,6 +235,13 @@ class AuditLogActionEnum(EnumE):
     disable_2fa = 5
     logged_as_user = 6
     extend_subscription = 7
+    download_transactional_complaint = 8
+
+
+class Phase(EnumE):
+    unknown = 0
+    forward = 1
+    reply = 2
 
 
 class VerpType(EnumE):
@@ -2967,6 +2974,7 @@ class AdminAuditLog(Base):
             action=AuditLogActionEnum.logged_as_user.value,
             model="User",
             model_id=user_id,
+            data={},
         )
 
     @classmethod
@@ -2988,5 +2996,32 @@ class AdminAuditLog(Base):
             },
         )
 
+    @classmethod
+    def downloaded_transactional_complaint(cls, admin_user_id: int, complaint_id: int):
+        cls.create(
+            admin_user_id=admin_user_id,
+            action=AuditLogActionEnum.download_transactional_complaint.value,
+            model="TransactionalComplaint",
+            model_id=complaint_id,
+            data={},
+        )
 
-# endregion
+
+class TransactionalComplaintState(EnumE):
+    new = 0
+    reviewed = 1
+
+
+class TransactionalComplaint(Base, ModelMixin):
+    __tablename__ = "transactional_complaint"
+
+    user_id = sa.Column(sa.ForeignKey("users.id"), nullable=False)
+    state = sa.Column(sa.Integer, nullable=False)
+    phase = sa.Column(sa.Integer, nullable=False)
+    # Point to the email that has been refused
+    refused_email_id = sa.Column(
+        sa.ForeignKey("refused_email.id", ondelete="cascade"), nullable=True
+    )
+
+    user = orm.relationship(User, foreign_keys=[user_id])
+    refused_email = orm.relationship(RefusedEmail, foreign_keys=[refused_email_id])
diff --git a/app/s3.py b/app/s3.py
index 6c4ae2d8..5a639992 100644
--- a/app/s3.py
+++ b/app/s3.py
@@ -1,5 +1,6 @@
 import os
 from io import BytesIO
+from typing import Optional
 
 import boto3
 import requests
@@ -61,6 +62,23 @@ def upload_email_from_bytesio(path: str, bs: BytesIO, filename):
         )
 
 
+def download_email(path: str) -> Optional[str]:
+    if LOCAL_FILE_UPLOAD:
+        file_path = os.path.join(UPLOAD_DIR, path)
+        with open(file_path, "rb") as f:
+            return f.read()
+    resp = (
+        _session.resource("s3")
+        .Bucket(BUCKET)
+        .get_object(
+            Key=path,
+        )
+    )
+    if not resp or "Body" not in resp:
+        return None
+    return resp["Body"].read
+
+
 def upload_from_url(url: str, upload_path):
     r = requests.get(url)
     upload_from_bytesio(upload_path, BytesIO(r.content))
diff --git a/email_handler.py b/email_handler.py
index 25be0ba1..d64dce45 100644
--- a/email_handler.py
+++ b/email_handler.py
@@ -79,10 +79,6 @@ from app.config import (
     ENABLE_SPAM_ASSASSIN,
     BOUNCE_PREFIX_FOR_REPLY_PHASE,
     POSTMASTER,
-    ALERT_HOTMAIL_COMPLAINT,
-    ALERT_YAHOO_COMPLAINT,
-    ALERT_HOTMAIL_COMPLAINT_TRANSACTIONAL,
-    ALERT_HOTMAIL_COMPLAINT_REPLY_PHASE,
     OLD_UNSUBSCRIBER,
     ALERT_FROM_ADDRESS_IS_REVERSE_ALIAS,
     ALERT_TO_NOREPLY,
@@ -122,9 +118,7 @@ from app.email_utils import (
     sanitize_header,
     get_queue_id,
     should_ignore_bounce,
-    get_orig_message_from_hotmail_complaint,
     parse_full_address,
-    get_orig_message_from_yahoo_complaint,
     get_mailbox_bounce_info,
     save_email_for_debugging,
     save_envelope_for_debugging,
@@ -146,6 +140,10 @@ from app.handler.spamd_result import (
     SpamdResult,
     SPFCheckResult,
 )
+from app.handler.transactional_complaint import (
+    handle_hotmail_complaint,
+    handle_yahoo_complaint,
+)
 from app.log import LOG, set_message_id
 from app.models import (
     Alias,
@@ -159,8 +157,6 @@ from app.models import (
     TransactionalEmail,
     IgnoredEmail,
     MessageIDMatching,
-    DeletedAlias,
-    DomainDeletedAlias,
     Notification,
     VerpType,
 )
@@ -1518,191 +1514,6 @@ def handle_bounce_forward_phase(msg: Message, email_log: EmailLog):
         )
 
 
-def handle_hotmail_complaint(msg: Message) -> bool:
-    """
-    Handle hotmail complaint sent to postmaster
-    Return True if the complaint can be handled, False otherwise
-    """
-    orig_msg = get_orig_message_from_hotmail_complaint(msg)
-    to_header = orig_msg[headers.TO]
-    from_header = orig_msg[headers.FROM]
-
-    user = User.get_by(email=to_header)
-    if user:
-        LOG.d("Handle transactional hotmail complaint for %s", user)
-        handle_hotmail_complain_for_transactional_email(user)
-        return True
-
-    try:
-        _, from_address = parse_full_address(get_header_unicode(from_header))
-        alias = Alias.get_by(email=from_address)
-
-        # the email is during a reply phase, from=alias and to=destination
-        if alias:
-            user = alias.user
-            LOG.i(
-                "Hotmail complaint during reply phase %s -> %s, %s",
-                alias,
-                to_header,
-                user,
-            )
-            send_email_with_rate_control(
-                user,
-                ALERT_HOTMAIL_COMPLAINT_REPLY_PHASE,
-                user.email,
-                f"Hotmail abuse report",
-                render(
-                    "transactional/hotmail-complaint-reply-phase.txt.jinja2",
-                    user=user,
-                    alias=alias,
-                    destination=to_header,
-                ),
-                max_nb_alert=1,
-                nb_day=7,
-            )
-            return True
-
-    except ValueError:
-        LOG.w("Cannot parse %s", from_header)
-
-    alias = None
-
-    # try parsing the from_header which might contain the reverse alias
-    try:
-        _, reverse_alias = parse_full_address(get_header_unicode(from_header))
-        contact = Contact.get_by(reply_email=reverse_alias)
-        if contact:
-            alias = contact.alias
-            LOG.d("find %s through %s", alias, contact)
-        else:
-            LOG.d("No contact found for %s", reverse_alias)
-    except ValueError:
-        LOG.w("Cannot parse %s", from_header)
-
-    # try parsing the to_header which is usually the alias
-    if not alias:
-        try:
-            _, alias_address = parse_full_address(get_header_unicode(to_header))
-        except ValueError:
-            LOG.w("Cannot parse %s", to_header)
-        else:
-            alias = Alias.get_by(email=alias_address)
-            if not alias:
-                if DeletedAlias.get_by(
-                    email=alias_address
-                ) or DomainDeletedAlias.get_by(email=alias_address):
-                    LOG.w("Alias %s is deleted", alias_address)
-                    return True
-
-    if not alias:
-        LOG.e(
-            "Cannot parse alias from to header %s and from header %s",
-            to_header,
-            from_header,
-        )
-        return False
-
-    user = alias.user
-    LOG.d("Handle hotmail complaint for %s %s %s", alias, user, alias.mailboxes)
-
-    send_email_with_rate_control(
-        user,
-        ALERT_HOTMAIL_COMPLAINT,
-        user.email,
-        f"Hotmail abuse report",
-        render(
-            "transactional/hotmail-complaint.txt.jinja2",
-            alias=alias,
-        ),
-        render(
-            "transactional/hotmail-complaint.html",
-            alias=alias,
-        ),
-        max_nb_alert=1,
-        nb_day=7,
-    )
-
-    return True
-
-
-def handle_hotmail_complain_for_transactional_email(user):
-    """Handle the case when a transactional email is set as Spam by user or by HotMail"""
-    send_email_with_rate_control(
-        user,
-        ALERT_HOTMAIL_COMPLAINT_TRANSACTIONAL,
-        user.email,
-        f"Hotmail abuse report",
-        render("transactional/hotmail-transactional-complaint.txt.jinja2", user=user),
-        render("transactional/hotmail-transactional-complaint.html", user=user),
-        max_nb_alert=1,
-        nb_day=7,
-    )
-
-    return True
-
-
-def handle_yahoo_complaint(msg: Message) -> bool:
-    """
-    Handle yahoo complaint sent to postmaster
-    Return True if the complaint can be handled, False otherwise
-    """
-    orig_msg = get_orig_message_from_yahoo_complaint(msg)
-    to_header = orig_msg[headers.TO]
-    if not to_header:
-        LOG.e("cannot find the alias")
-        return False
-
-    user = User.get_by(email=to_header)
-    if user:
-        LOG.d("Handle transactional yahoo complaint for %s", user)
-        handle_yahoo_complain_for_transactional_email(user)
-        return True
-
-    _, alias_address = parse_full_address(get_header_unicode(to_header))
-    alias = Alias.get_by(email=alias_address)
-
-    if not alias:
-        LOG.w("No alias for %s", alias_address)
-        return False
-
-    user = alias.user
-    LOG.w("Handle yahoo complaint for %s %s %s", alias, user, alias.mailboxes)
-
-    send_email_with_rate_control(
-        user,
-        ALERT_YAHOO_COMPLAINT,
-        user.email,
-        f"Yahoo abuse report",
-        render(
-            "transactional/yahoo-complaint.txt.jinja2",
-            alias=alias,
-        ),
-        render(
-            "transactional/yahoo-complaint.html",
-            alias=alias,
-        ),
-        max_nb_alert=2,
-    )
-
-    return True
-
-
-def handle_yahoo_complain_for_transactional_email(user):
-    """Handle the case when a transactional email is set as Spam by user or by Yahoo"""
-    send_email_with_rate_control(
-        user,
-        ALERT_YAHOO_COMPLAINT,
-        user.email,
-        f"Yahoo abuse report",
-        render("transactional/yahoo-transactional-complaint.txt.jinja2", user=user),
-        render("transactional/yahoo-transactional-complaint.html", user=user),
-        max_nb_alert=1,
-        nb_day=7,
-    )
-
-    return True
-
-
 def handle_bounce_reply_phase(envelope, msg: Message, email_log: EmailLog):
     """
     Handle reply phase bounce
diff --git a/migrations/versions/2022_041916_45588d9bb475_store_transactional_complaints_for_.py b/migrations/versions/2022_041916_45588d9bb475_store_transactional_complaints_for_.py
new file mode 100644
index 00000000..5c6a9a61
--- /dev/null
+++ b/migrations/versions/2022_041916_45588d9bb475_store_transactional_complaints_for_.py
@@ -0,0 +1,36 @@
+"""Store transactional complaints for admins to verify
+
+Revision ID: 45588d9bb475
+Revises: b500363567e3
+Create Date: 2022-04-19 16:17:42.798792
+
+"""
+import sqlalchemy_utils
+from alembic import op
+import sqlalchemy as sa
+
+
+# revision identifiers, used by Alembic.
+revision = '45588d9bb475'
+down_revision = 'b500363567e3'
+branch_labels = None
+depends_on = None
+
+def upgrade():
+    op.create_table(
+        "transactional_complaint",
+        sa.Column("id", sa.Integer(), autoincrement=True, nullable=False),
+        sa.Column("created_at", sqlalchemy_utils.types.arrow.ArrowType(), nullable=False),
+        sa.Column("updated_at", sqlalchemy_utils.types.arrow.ArrowType(), nullable=True),
+        sa.Column("user_id", sa.Integer, nullable=False),
+        sa.Column("state", sa.Integer, nullable=False),
+        sa.Column("phase", sa.Integer, nullable=False),
+        sa.Column("refused_email_id", sa.Integer, nullable=False),
+        sa.ForeignKeyConstraint(['user_id'], ['users.id'], ondelete='cascade'),
+        sa.ForeignKeyConstraint(['refused_email_id'], ['refused_email.id'], ondelete='cascade'),
+        sa.PrimaryKeyConstraint("id"),
+    )
+
+
+def downgrade():
+    op.drop_table("transactional_complaint")
diff --git a/server.py b/server.py
index d05308c1..8b7106af 100644
--- a/server.py
+++ b/server.py
@@ -37,6 +37,7 @@ from app.admin_model import (
     CouponAdmin,
     CustomDomainAdmin,
     AdminAuditLogAdmin,
+    TransactionalComplaintAdmin,
 )
 from app.api.base import api_bp
 from app.auth.base import auth_bp
@@ -90,6 +91,7 @@ from app.models import (
     ManualSubscription,
     Coupon,
     AdminAuditLog,
+    TransactionalComplaint,
 )
 from app.monitor.base import monitor_bp
 from app.oauth.base import oauth_bp
@@ -691,6 +693,7 @@ def init_admin(app):
     admin.add_view(ManualSubscriptionAdmin(ManualSubscription, Session))
     admin.add_view(CustomDomainAdmin(CustomDomain, Session))
     admin.add_view(AdminAuditLogAdmin(AdminAuditLog, Session))
+    admin.add_view(TransactionalComplaintAdmin(TransactionalComplaint, Session))
 
 
 def register_custom_commands(app):
diff --git a/templates/emails/transactional/hotmail-complaint-reply-phase.txt.jinja2 b/templates/emails/transactional/hotmail-complaint-reply-phase.txt.jinja2
deleted file mode 100644
index 934a96d1..00000000
--- a/templates/emails/transactional/hotmail-complaint-reply-phase.txt.jinja2
+++ /dev/null
@@ -1,15 +0,0 @@
-{% extends "base.txt.jinja2" %}
-
-{% block content %}
-Hi,
-
-This is SimpleLogin team.
-
-Hotmail has informed us about an email sent from your alias {{ alias.email }} to {{ destination }} that might have been considered as spam, either by the recipient or by their Hotmail spam filter.
-
-Please note that sending non-solicited from a SimpleLogin alias infringes our terms and condition as it  severely affects SimpleLogin email delivery.
-
-If somehow the recipient's Hotmail considers a forwarded email as Spam, it helps us a lot if you can ask them to move the email out of their Spam folder.
-
-Don't hesitate to get in touch with us if you need more information.
-{% endblock %}
diff --git a/templates/emails/transactional/hotmail-complaint.html b/templates/emails/transactional/hotmail-complaint.html
deleted file mode 100644
index fbc59520..00000000
--- a/templates/emails/transactional/hotmail-complaint.html
+++ /dev/null
@@ -1,41 +0,0 @@
-{% extends "base.html" %}
-
-{% block content %}
-  {% call text() %}
-    This is SimpleLogin team.
-  {% endcall %}
-
-  {% call text() %}
-    Hotmail has informed us about an email sent to <b>{{ alias.email }}</b> that might have been considered as spam,
-    either by you or by Hotmail spam filter.
-  {% endcall %}
-
-  {% call text() %}
-    Please note that explicitly marking a SimpleLogin's forwarded email as Spam affects SimpleLogin email delivery,
-    has a negative effect for all users and
-    is a violation of our terms and condition.
-  {% endcall %}
-
-  {% call text() %}
-    If that’s the case, please disable the alias instead if you don't want to receive the emails sent to this alias.
-  {% endcall %}
-
-  {% call text() %}
-    If somehow Hotmail considers a forwarded email as Spam, it will help us if you can move the email out of the Spam
-    folder.
-    You can also set up a filter to avoid this from happening in the future using this guide at
-    https://simplelogin.io/help/
-  {% endcall %}
-
-  {% call text() %}
-    Don't hesitate to get in touch with us if you need more information.
-  {% endcall %}
-
-  {% call text() %}
-    Best, <br/>
-    SimpleLogin Team.
-  {% endcall %}
-
-{% endblock %}
-
-
diff --git a/templates/emails/transactional/hotmail-complaint.txt.jinja2 b/templates/emails/transactional/hotmail-complaint.txt.jinja2
deleted file mode 100644
index e27a96e0..00000000
--- a/templates/emails/transactional/hotmail-complaint.txt.jinja2
+++ /dev/null
@@ -1,20 +0,0 @@
-{% extends "base.txt.jinja2" %}
-
-{% block content %}
-Hi,
-
-This is SimpleLogin team.
-
-Hotmail has informed us about an email sent to {{ alias.email }} that might have been considered as spam,
-either by you or by Hotmail spam filter.
-
-Please note that explicitly marking a SimpleLogin's forwarded email as Spam affects SimpleLogin email delivery,
-has a negative effect for all users and is a violation of our terms and condition.
-
-If that’s the case, please disable the alias instead if you don't want to receive the emails sent to this alias.
-
-If somehow Hotmail considers a forwarded email as Spam, it will help us if you can move the email out of the Spam folder.
-You can also set up a filter to avoid this from happening in the future using this guide at https://simplelogin.io/help/
-
-Don't hesitate to get in touch with us if you need more information.
-{% endblock %}
diff --git a/templates/emails/transactional/hotmail-transactional-complaint.html b/templates/emails/transactional/hotmail-transactional-complaint.html
deleted file mode 100644
index 0d794bab..00000000
--- a/templates/emails/transactional/hotmail-transactional-complaint.html
+++ /dev/null
@@ -1,42 +0,0 @@
-{% extends "base.html" %}
-
-{% block content %}
-  {% call text() %}
-    This is SimpleLogin team.
-  {% endcall %}
-
-  {% call text() %}
-    Hotmail has informed us about an email sent to <b>{{ user.email }}</b> that might have been considered as spam,
-    either by you or by Hotmail spam filter.
-  {% endcall %}
-
-  {% call text() %}
-    Please note that explicitly marking a SimpleLogin's forwarded email as Spam
-    affects SimpleLogin email delivery,
-    has a negative effect for all users and is a violation of our terms and condition.
-  {% endcall %}
-
-  {% call text() %}
-    If somehow Hotmail considers a forwarded email as Spam, it helps us if you can move the email
-    out of the Spam folder. You can also set up a filter to avoid this
-    from happening in the future using this guide at
-    https://simplelogin.io/docs/getting-started/troubleshooting/
-
-  {% endcall %}
-
-  {% call text() %}
-    Please don't put our emails into the Spam folder. This can end up in your account being disabled on SimpleLogin.
-  {% endcall %}
-
-  {% call text() %}
-    Don't hesitate to get in touch with us if you need more information.
-  {% endcall %}
-
-  {% call text() %}
-    Best, <br/>
-    SimpleLogin Team.
-  {% endcall %}
-
-{% endblock %}
-
-
diff --git a/templates/emails/transactional/hotmail-transactional-complaint.txt.jinja2 b/templates/emails/transactional/hotmail-transactional-complaint.txt.jinja2
deleted file mode 100644
index 7969130c..00000000
--- a/templates/emails/transactional/hotmail-transactional-complaint.txt.jinja2
+++ /dev/null
@@ -1,23 +0,0 @@
-{% extends "base.txt.jinja2" %}
-
-{% block content %}
-Hi,
-
-This is SimpleLogin team.
-
-Hotmail has informed us about an email sent to {{ user.email }} that might have been considered as spam,
-either by you or by Hotmail.
-
-Please note that explicitly marking a SimpleLogin's forwarded email as Spam
-  affects SimpleLogin email delivery,
-  has a negative effect for all users and is a violation of our terms and condition.
-
-If somehow Hotmail considers a forwarded email as Spam, it helps us if you can move the email
-  out of the Spam folder. You can also set up a filter to avoid this
-  from happening in the future using this guide at
-  https://simplelogin.io/docs/getting-started/troubleshooting/
-
-Please don't put our emails into the Spam folder. This can end up in your account being disabled on SimpleLogin.
-
-Don't hesitate to get in touch with us if you need more information.
-{% endblock %}
diff --git a/templates/emails/transactional/yahoo-transactional-complaint.html b/templates/emails/transactional/transactional-complaint-forward-phase.html
similarity index 73%
rename from templates/emails/transactional/yahoo-transactional-complaint.html
rename to templates/emails/transactional/transactional-complaint-forward-phase.html
index 9d8db38f..a1502b1f 100644
--- a/templates/emails/transactional/yahoo-transactional-complaint.html
+++ b/templates/emails/transactional/transactional-complaint-forward-phase.html
@@ -6,18 +6,17 @@
   {% endcall %}
 
   {% call text() %}
-    Yahoo has informed us about an email sent to <b>{{ user.email }}</b> that might have been considered as spam,
-    either by you or by Yahoo spam filter.
+    {{ provider }} has informed us about an email sent to <b>{{ user.email }}</b> that might have been considered as spam,
+    either by you or by {{ provider }} spam filter.
   {% endcall %}
 
   {% call text() %}
-    Please note that explicitly marking a SimpleLogin's forwarded email as Spam
-    affects SimpleLogin email delivery,
+    Please note that explicitly marking a SimpleLogin's forwarded email as Spam affects SimpleLogin email delivery,
     has a negative effect for all users and is a violation of our terms and condition.
   {% endcall %}
 
   {% call text() %}
-    If somehow Yahoo considers a forwarded email as Spam, it helps us if you can move the email
+    If somehow {{ provider }} considers a forwarded email as Spam, it helps us if you can move the email
     out of the Spam folder. You can also set up a filter to avoid this
     from happening in the future using this guide at
     https://simplelogin.io/docs/getting-started/troubleshooting/
diff --git a/templates/emails/transactional/yahoo-transactional-complaint.txt.jinja2 b/templates/emails/transactional/transactional-complaint-forward-phase.txt.jinja2
similarity index 70%
rename from templates/emails/transactional/yahoo-transactional-complaint.txt.jinja2
rename to templates/emails/transactional/transactional-complaint-forward-phase.txt.jinja2
index 46b18b31..428674e1 100644
--- a/templates/emails/transactional/yahoo-transactional-complaint.txt.jinja2
+++ b/templates/emails/transactional/transactional-complaint-forward-phase.txt.jinja2
@@ -5,14 +5,14 @@ Hi,
 
 This is SimpleLogin team.
 
-Yahoo has informed us about an email sent to {{ user.email }} that might have been considered as spam,
-either by you or by Yahoo.
+{{ provider }} has informed us about an email sent to {{ user.email }} that might have been considered as spam,
+either by you or by {{ provider }}.
 
 Please note that explicitly marking a SimpleLogin's forwarded email as Spam
   affects SimpleLogin email delivery,
   has a negative effect for all users and is a violation of our terms and condition.
 
-If somehow Yahoo considers a forwarded email as Spam, it helps us if you can move the email
+If somehow {{ provider }} considers a forwarded email as Spam, it helps us if you can move the email
   out of the Spam folder. You can also set up a filter to avoid this
   from happening in the future using this guide at
   https://simplelogin.io/docs/getting-started/troubleshooting/
diff --git a/templates/emails/transactional/transactional-complaint-reply-phase.txt.jinja2 b/templates/emails/transactional/transactional-complaint-reply-phase.txt.jinja2
new file mode 100644
index 00000000..76e5fbda
--- /dev/null
+++ b/templates/emails/transactional/transactional-complaint-reply-phase.txt.jinja2
@@ -0,0 +1,15 @@
+{% extends "base.txt.jinja2" %}
+
+{% block content %}
+Hi,
+
+This is SimpleLogin team.
+
+We have received a report from {{ provider }} informing us about an email sent from your alias {{ alias.email }} to {{ destination }} that might have been considered as spam, either by the recipient or by their spam filter.
+
+Please note that sending non-solicited from a SimpleLogin alias infringes our terms and condition as it severely affects SimpleLogin email delivery.
+
+If somehow the recipient's provider considers a forwarded email as Spam, it helps us a lot if you can ask them to move the email out of their Spam folder.
+
+Don't hesitate to get in touch with us if you need more information.
+{% endblock %}
diff --git a/templates/emails/transactional/yahoo-complaint.html b/templates/emails/transactional/transactional-complaint-to-user.html
similarity index 88%
rename from templates/emails/transactional/yahoo-complaint.html
rename to templates/emails/transactional/transactional-complaint-to-user.html
index c9814ce1..d224f98b 100644
--- a/templates/emails/transactional/yahoo-complaint.html
+++ b/templates/emails/transactional/transactional-complaint-to-user.html
@@ -6,7 +6,7 @@
   {% endcall %}
 
   {% call text() %}
-    Yahoo has informed us about an email sent to <b>{{ alias.email }}</b> that might have been marked as spam.
+    {{ provider }} has informed us about an email sent to <b>{{ user.email }}</b> that might have been marked as spam.
   {% endcall %}
 
   {% call text() %}
diff --git a/templates/emails/transactional/yahoo-complaint.txt.jinja2 b/templates/emails/transactional/transactional-complaint-to-user.txt.jinja2
similarity index 84%
rename from templates/emails/transactional/yahoo-complaint.txt.jinja2
rename to templates/emails/transactional/transactional-complaint-to-user.txt.jinja2
index 8007e985..a90add48 100644
--- a/templates/emails/transactional/yahoo-complaint.txt.jinja2
+++ b/templates/emails/transactional/transactional-complaint-to-user.txt.jinja2
@@ -5,7 +5,7 @@ Hi,
 
 This is SimpleLogin team.
 
-Yahoo has informed us about an email sent to {{ alias.email }} that might have been marked as spam.
+{{ provider  }} has informed us about an email sent to {{ user.email }} that might have been marked as spam.
 
 Please note that explicitly marking a SimpleLogin's forwarded email as Spam affects SimpleLogin email delivery,
 has a negative effect for all users and is a violation of our terms and condition.
diff --git a/tests/handler/test_transactional_complaints.py b/tests/handler/test_transactional_complaints.py
new file mode 100644
index 00000000..49dd5004
--- /dev/null
+++ b/tests/handler/test_transactional_complaints.py
@@ -0,0 +1,92 @@
+import email
+from email.message import Message
+from email.mime.multipart import MIMEMultipart
+from email.mime.text import MIMEText
+
+import pytest
+
+from app.config import (
+    ALERT_COMPLAINT_FORWARD_PHASE,
+    ALERT_COMPLAINT_REPLY_PHASE,
+    ALERT_COMPLAINT_TO_USER,
+)
+from app.db import Session
+from app.email import headers
+from app.handler.transactional_complaint import (
+    handle_hotmail_complaint,
+    handle_yahoo_complaint,
+)
+from app.models import Alias, TransactionalComplaint, SentAlert
+from tests.utils import create_new_user
+
+origins = [
+    [handle_yahoo_complaint, "yahoo", 6],
+    [handle_hotmail_complaint, "hotmail", 3],
+]
+
+
+def prepare_complaint(message: Message, part_num: int) -> Message:
+    complaint = MIMEMultipart("related")
+    # When walking, part 0 is the full message so we -1, and we want to be part N so -1 again
+    for i in range(part_num - 2):
+        document = MIMEText("text", "plain")
+        document.set_payload(f"Part {i}")
+        complaint.attach(document)
+    complaint.attach(message)
+
+    return email.message_from_bytes(complaint.as_bytes())
+
+
+@pytest.mark.parametrize("handle_ftor,provider,part_num", origins)
+def test_transactional_to_user(flask_client, handle_ftor, provider, part_num):
+    user = create_new_user()
+    original_message = Message()
+    original_message[headers.TO] = user.email
+    original_message[headers.FROM] = "nobody@nowhere.net"
+    original_message.set_payload("Contents")
+
+    complaint = prepare_complaint(original_message, part_num)
+    assert handle_ftor(complaint)
+    found = TransactionalComplaint.filter_by(user_id=user.id).all()
+    assert len(found) == 0
+    alerts = SentAlert.filter_by(user_id=user.id).all()
+    assert len(alerts) == 1
+    assert alerts[0].alert_type == f"{ALERT_COMPLAINT_TO_USER}_{provider}"
+
+
+@pytest.mark.parametrize("handle_ftor,provider,part_num", origins)
+def test_transactional_forward_phase(flask_client, handle_ftor, provider, part_num):
+    user = create_new_user()
+    alias = Alias.create_new_random(user)
+    Session.commit()
+    original_message = Message()
+    original_message[headers.TO] = "nobody@nowhere.net"
+    original_message[headers.FROM] = alias.email
+    original_message.set_payload("Contents")
+
+    complaint = prepare_complaint(original_message, part_num)
+    assert handle_ftor(complaint)
+    found = TransactionalComplaint.filter_by(user_id=user.id).all()
+    assert len(found) == 1
+    alerts = SentAlert.filter_by(user_id=user.id).all()
+    assert len(alerts) == 1
+    assert alerts[0].alert_type == f"{ALERT_COMPLAINT_REPLY_PHASE}_{provider}"
+
+
+@pytest.mark.parametrize("handle_ftor,provider,part_num", origins)
+def test_transactional_reply_phase(flask_client, handle_ftor, provider, part_num):
+    user = create_new_user()
+    alias = Alias.create_new_random(user)
+    Session.commit()
+    original_message = Message()
+    original_message[headers.TO] = alias.email
+    original_message[headers.FROM] = "no@no.no"
+    original_message.set_payload("Contents")
+
+    complaint = prepare_complaint(original_message, part_num)
+    assert handle_ftor(complaint)
+    found = TransactionalComplaint.filter_by(user_id=user.id).all()
+    assert len(found) == 0
+    alerts = SentAlert.filter_by(user_id=user.id).all()
+    assert len(alerts) == 1
+    assert alerts[0].alert_type == f"{ALERT_COMPLAINT_FORWARD_PHASE}_{provider}"
diff --git a/tests/utils.py b/tests/utils.py
index 9d4b5d46..758d65ac 100644
--- a/tests/utils.py
+++ b/tests/utils.py
@@ -11,17 +11,11 @@ from flask import url_for
 
 from app.models import User
 
-# keep track of the number of user
-_nb_user = 0
-
 
 def create_new_user() -> User:
-    global _nb_user
-    _nb_user += 1
-
     # new user has a different email address
     user = User.create(
-        email=f"{_nb_user}@mailbox.test",
+        email=f"user{random.random()}@mailbox.test",
         password="password",
         name="Test User",
         activated=True,