CHG925 | Classifying the outcome of complaints: Withdrawn

In very limited circumstances, a customer may wish to withdraw their complaint. In those cases, you should record the complaint as “Withdrawn by Customer” in the ‘Complaint Stage Upheld’ field on CHART with a clear note of why the customer withdrew their complaint. You should not provide the escalation route to the customer if the complaint has been withdrawn.

The customer may not specifically use the term withdraw, however, it should be clear that the customer no longer wishes the matter to be dealt with as a complaint. Their agreement must be either verbal or in writing and recorded in notes.