Customer complaint handling template

Steps in this flowchart

• Complaint received: phone, email, social
• Log in CRM & acknowledge within 24h
• Severity?
• Front-line agent resolves
• Complaints specialist assigned
• Notify compliance team
• Investigate: records, calls, orders
• Complaint upheld?
• Explain decision in writing
• Propose remedy: refund, credit, replacement
• Above agent authority?
• Team lead approves remedy
• Offer remedy to customer
• Customer satisfied?
• Final response letter & ombudsman rights
• Close complaint
• Monthly root-cause review
• Process or product fix

How to use this flowchart template

1. Click Open in the editor. The flowchart opens on a new page in FlowDiagram — nothing is uploaded and there is no sign-up.
2. Rename, add or delete shapes and drag them where you want; connectors stay attached as things move.
3. Drop in vendor logos from the library — 1,160 of them, including every AWS, Azure and Google Cloud service icon — or restyle it with the colour and theme controls.
4. Prefer text? Edit the Mermaid source below and paste it in through ☰ → Import diagram (see the Mermaid editor); it imports as an editable diagram.
5. Export to PNG, SVG or PDF, or press Ctrl+L for a link that carries the whole diagram.

Mermaid source

The whole template is the text below. Paste it into FlowDiagram, keep it in Git next to the code it describes, or hand it to an AI assistant to extend.

flowchart TD
  IN([Complaint received: phone, email, social]) --> LOG[Log in CRM & acknowledge within 24h]
  LOG --> SEV{Severity?}
  SEV -->|Low| FRONT[Front-line agent resolves]
  SEV -->|High| SPECIAL[Complaints specialist assigned]
  SEV -->|Regulatory| COMPLIANCE[Notify compliance team]
  COMPLIANCE --> SPECIAL
  SPECIAL --> INVEST[Investigate: records, calls, orders]
  INVEST --> VALID{Complaint upheld?}
  VALID -->|No| EXPLAIN[Explain decision in writing]
  VALID -->|Yes| REMEDY[Propose remedy: refund, credit, replacement]
  REMEDY --> COST{Above agent authority?}
  COST -->|Yes| APPROVE[Team lead approves remedy]
  COST -->|No| OFFER[Offer remedy to customer]
  APPROVE --> OFFER
  FRONT --> SATISFIED{Customer satisfied?}
  OFFER --> SATISFIED
  EXPLAIN --> SATISFIED
  SATISFIED -->|No| FINAL[Final response letter & ombudsman rights]
  SATISFIED -->|Yes| CLOSE[Close complaint]
  FINAL --> CLOSE
  CLOSE --> RCA[Monthly root-cause review]
  RCA --> FIX([Process or product fix])

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