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 In those cases, you should record the complaint as “Withdrawn by Customer� in the ‘Complaint Stage Upheld� field on CHART with a clear note of why the customer withdrew their complaint. You should not provide the escalation route to the customer if the complaint has been withdrawn.

»Ê¹ÚÌåÓýapp 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. »Ê¹ÚÌåÓýappir agreement must be either verbal or in writing and recorded in notes.