Customer Complaints Handling Checklist Template

Phase 1: Receive, Log & Classify

Assigned to whoever receives the complaint. The answers recorded here decide which later phases appear.

• Log the complaint on the day it arrives — date and time received, channel, customer, product and who took it; the clock runs from receipt
• Confirm it is a complaint and not only a query — any expression of dissatisfaction that alleges loss, distress or inconvenience counts, whatever words the customer used
• Record the jurisdiction — UK (FCA DISP) or US; the answer switches on Phase 5 or Phase 6
• Record whether it is also a billing or transfer error notice — a disputed card charge or electronic transfer; a Yes opens Phase 2
• Record any sign of vulnerability and the preferred channel — so the handler can adapt how they communicate
• Send the acknowledgement and set the due date — UK rules require a prompt written acknowledgement; record the final response date in a Date field
• Assign an investigator who was not involved — never the person whose conduct is complained about

Phase 2: Billing & Transfer Error Dispute

Shown only when the complaint is also a US billing or transfer error notice. It runs alongside the investigation.

• Check the notice was given in time — both regulations give the consumer 60 days from the relevant statement; record the statement date
• Electronic transfers: finish within 10 business days — or provisionally credit within 10 to take up to 45 days; 20 and 90 days for new accounts, point-of-sale and foreign transfers
• Card billing errors: acknowledge in writing within 30 days — unless the error is resolved within that time
• Card billing errors: resolve within two complete billing cycles and no more than 90 days — do not collect the disputed amount or report it as delinquent meanwhile
• Report the result to the consumer — for transfers, within 3 business days of finishing the investigation
• Correct the error, or reverse any provisional credit with the required notice — attach the notices and record the dates

Phase 3: Investigate

• Gather the evidence — account records, call recordings, letters and the staff account of what happened
• Ask the customer for anything missing and the outcome they want — record the reply date
• Assess the complaint against the rules, the contract and what the customer was told — and against what a fair outcome looks like
• Search for related complaints on the same issue — a repeat pattern is a root-cause signal, not just another case
• Escalate if a trigger applies — threatened legal action, regulator or media interest, a possible rule breach, fraud or financial crime
• Record the findings and a recommended outcome — upheld, partly upheld or not upheld, with reasons

Phase 4: Decision, Redress & Approval

The outcome goes to the complaints manager as an approval task. Redress above the handler’s authority limit goes to the named approver.

• Calculate redress — put the customer back where they would have been: refund, interest and fees, plus an amount for distress or inconvenience where it applies
• Check the outcome is consistent with similar complaints — inconsistency is a frequent audit finding
• Complaints manager approval of the outcome — Approved or Not approved; Not approved returns the file to the investigator
• Approve redress above the handler’s authority limit — the named approver records the amount signed off
• Pay redress and confirm it reached the customer — record the date and payment reference

Phase 5: UK Response & Ombudsman Rights

Shown only when the jurisdiction is UK. Deadlines follow DISP 1.5 and DISP 1.6.

• Resolved by close of the third business day after receipt? Send a summary resolution communication — in writing, confirming it is treated as resolved and explaining the right to go to the ombudsman
• Otherwise send the final response by the deadline — within 8 weeks; for payment services and e-money, 15 business days, or 35 with a holding reply in exceptional circumstances
• If the deadline cannot be met, send a written explanation — why, when you expect to respond, and that the customer may now refer the complaint to the ombudsman
• Check the final response content — outcome and reasons, any offer, ombudsman referral rights and the six-month limit, the standard wording on waiving time limits, and the ombudsman’s website and leaflet
• Record the date the final response was sent — the customer’s six months to refer runs from it
• Flag the complaint for the half-yearly complaints return — complaints resolved within three business days are reported too

Phase 6: US Response & Regulator Portals

Shown only when the jurisdiction is US. Your complaint policy and any state or regulator deadlines apply alongside.

• Check whether the complaint also came through the CFPB or another regulator — link the portal reference to the checklist
• Respond in the CFPB portal within 15 days — if more time is needed, mark it in progress and send a final response within 60 days
• Answer any state or prudential regulator referral by its deadline — attach the response
• Send the customer a written response — outcome, reasons, any remedy and how to take it further
• Review the complaint for UDAAP and fair lending risk — repeated complaints about the same practice can point to an unfair, deceptive or abusive act