Customer Complaints Charter

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Customer Complaints Charter

Similar to a Customer Service Charter, a Customer Complaints Charter provides customers with guidance on how to resolve complaints, issues and disputes with your business.

Can also be called Complaints Resolutions Guidelines, Dispute Resolutions Guidelines and Complaints Policy.

In customer-centric business practices, actively addressing and resolving customer complaints cannot be overstated.

A Customer Complaints Charter is a guiding beacon for businesses, outlining their commitment to customer satisfaction and providing a transparent framework for addressing concerns.

In this glossary term, we’ll delve into what a Customer Complaints Charter is, why it’s indispensable for every business, and offer a real-world example to illustrate its impact.

What is a Customer Complaints Charter?

A Customer Complaints Charter is a formal document that articulates a company’s commitment to handling customer complaints efficiently, fairly, and transparently.

It sets out the principles, processes, and timelines by which customer concerns will be addressed, reflecting the organisation’s dedication to continuous improvement and customer satisfaction.

Essentially, it serves as a roadmap for businesses to navigate the resolution of customer issues with clarity and consistency.

Why Every Business Should Have a Customer Complaints Charter

1. Enhanced Customer Trust

A well-crafted Customer Complaints Charter builds trust by demonstrating that a business takes customer concerns seriously.

Knowing there’s a documented process in place reassures customers that their issues will be addressed promptly and fairly.

2. Transparency and Accountability

Having a transparent framework for handling complaints fosters accountability within the organisation.

Employees understand the procedures, and customers are aware of what to expect, creating a culture of transparency that resonates positively with both internal and external stakeholders.

3. Continuous Improvement

A Customer Complaints Charter is not just a reactive document; it is a proactive tool for improvement.

By analysing patterns and root causes of complaints, businesses can identify areas for enhancement and implement changes to prevent recurring issues.

4. Legal and Regulatory Compliance

Many industries are subject to regulations that require businesses to have robust complaint-handling processes.

A well-defined Customer Complaints Charter ensures compliance with these regulations, protecting the business from legal ramifications.

5. Customer Retention

Resolving complaints promptly and efficiently can turn dissatisfied customers into loyal advocates (view the latest CX Stats).

A Customer Complaints Charter aids in quick resolution, thereby contributing to higher customer retention rates.

An Example of a Customer Complaints Charter

Whilst a Customer Complaints Charter needs to be unique to your business, they typically contain similar components that we have set out below for you to use a guide.

<Your Company> Customer Complaints Charter

1. Commitment to Timely Response: We commit to acknowledging customer complaints within 24 hours and providing a resolution within 5 business days. In cases requiring further investigation, we will communicate progress and expected resolution timelines promptly.

2. Transparent Communication: Our communication will be clear, concise, and jargon-free. We will keep customers informed about the status of their complaints and explain any delays or challenges encountered during the resolution process.

3. Fair and Impartial Handling: All complaints will be handled fairly and impartially. We will thoroughly investigate each case, taking into account all relevant information and perspectives to ensure a balanced resolution.

4. Continuous Improvement: We are committed to learning from customer feedback. Complaint trends will be analyzed regularly, and corrective actions will be implemented to address root causes and prevent recurring issues.

5. Accessibility and Ease of Reporting: Customers can easily submit complaints through multiple channels, including our website, email, and dedicated helpline. We will ensure that our complaint submission process is user-friendly and accessible to all.


In conclusion, a Customer Complaints Charter is not just a document; it is a manifestation of a business’s commitment to customer satisfaction, transparency, and continuous improvement.

By adopting such a charter, businesses not only resolve individual complaints but also pave the way for long-term customer loyalty and organisational success.

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