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Customer Complaint & Resolution Tracker

Customer Complaint & Resolution Tracker

£8.99Price
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Turn customer complaints into clear actions and useful business insight.


The JMRT Customer Complaint & Resolution Tracker is a practical Excel-based tool designed to help businesses manage complaints in a more structured, consistent and professional way.


Instead of relying on scattered emails, notes or basic complaint logs, the tracker brings complaint details, owners, deadlines, outcomes, root causes and corrective actions together in one place.


It is designed for service-led businesses that want to improve customer experience, strengthen accountability and understand what complaints are telling them about the wider business.


What’s included

The tracker includes:

  • Customer Complaint Register

  • Complaint ID and received date

  • Customer / client details

  • Contact channel

  • Complaint category

  • Complaint summary

  • Priority

  • Complaint owner

  • Current status

  • Target resolution date

  • Days open

  • Automatic overdue indicator

  • Root cause

  • Complaint outcome

  • Remedy / redress

  • Cost / redress amount

  • Resolved date

  • Resolution time

  • Repeat issue indicator

  • Notes and next actions


Corrective Action Tracker

The toolkit goes beyond simply recording complaints.

Where a complaint identifies a recurring or preventable issue, you can move it into the Corrective Actions Tracker and record:

  • Complaint or issue theme

  • Root cause

  • Corrective action

  • Expected impact

  • Owner

  • Priority

  • Target date

  • Status

  • Completion date

  • Evidence and notes

This helps turn customer feedback into practical operational improvement.


Visual Complaint Dashboard

The built-in Dashboard gives you a clear management view of complaint performance, including:

  • Complaints received

  • Open complaints

  • Overdue complaints

  • Complaints resolved

  • Average resolution time

  • Repeat issues

  • Redress / complaint cost

  • Open corrective actions

  • Complaints by category

  • Monthly complaint trends

  • Top complaint themes

  • Top root causes

This makes it easier to spot patterns and identify where management attention is needed.


Monthly Complaint Review

A dedicated Monthly Review page helps managers step back from individual cases and consider what the data is showing.

It includes structured prompts around:

  • What customers are telling you

  • Root causes

  • Customer outcomes

  • Business improvements

  • Corrective actions

  • Recurring issues

This helps ensure complaints are not only closed, but also used to improve the business.


Fully customisable

The workbook includes a dedicated setup area where you can customise:

  • Complaint owners

  • Complaint categories

  • Complaint statuses

  • Root causes

  • Outcomes

  • Priority levels

  • Contact channels

  • Remedies / redress

  • Corrective action statuses

You can adapt the tracker to suit the way your own business handles customer complaints.


Who is it for?

Ideal for:

  • Small and growing businesses

  • Professional services firms

  • Consultants

  • Agencies

  • Trades and service businesses

  • Customer service teams

  • Operations teams

  • Retail and hospitality businesses

  • Owner-managed businesses

It is particularly useful for businesses that want a simple complaint management process without investing in specialist software.


Digital Delivery

This is a digital product.

Your JMRT Customer Complaint & Resolution Tracker will be supplied electronically as an Excel workbook following purchase.

There is no physical product included.

Once delivered, simply save your own copy, customise the setup area and begin logging complaints immediately.


Record the issue. Understand the cause. Improve the business.


JMRT Partners — Building Businesses That Last.

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