Enterprise Customer Complaint, Feedback Management CRM Software

Effective Customer Complaints & Feedback Management Solutions

Our customer service solutions let organisations manage, collate and analyse customer complaints and feedback positively to improve customer service efficiency, customer experience and increase business profitability. Managing customer feedback effectively improves customer confidence and converts dissatisfaction to loyalty
With customer service recognised as a key business performance differentiator, Charter's award winning software – Charter Continuum™, provides dedicated complaints management expertise across all your organisation's departments and customer touch points.
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Enterprise Complaint and Feedback Management Service

With Charter Continuum installed, you can maximise your customer service staff productivity, provide comprehensive case reporting and documentation, manage outstanding workloads, deliver best practice, ensure consistency of customer interaction, improve customer satisfaction ratings and produce powerful management information reports on every part of your business's performance. With Charter's Call Logging Software you can closely monitor the progress of business initiatives, delivering the power to capture and act on key content from every customer contact.
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Online customer service software solutions

How companies react to their customers' complaints and feedback is what makes the difference between mediocre organisations and market leaders. Charters heritage is complaints management, and our successful products for complaints handling provide long term customer satisfaction. That is why our customers include the UK's leading retail, travel, food, manufacturing, leisure, utility and financial service brands as well as local government and not-for-profit organisations.Our award winning software suite, Charter Continuum™, lets organisations capture, manage and analyse complaints and feedback to increase customer service efficiency
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Improve customer satisfaction and drive business improvements.

We are the foremost provider of Enterprise Complaint and Feedback Management software to the World's leading companies. Businesses who invest in Charter understand that their success relies on satisfying their customers.
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Charter UK warns companies need to review complaint handling in light of recent FSA fines

11.01.2012

Charter UK calls for greater powers by OFGEM

Paul Clark, says energy regulators need to take the lead of the FSA

15.11.2011

Energy giants should follow financial services in response to complaints

Utility companies to improve customer focus

Ofgem, is considering taking action over the way energy giants handle complaints

14.10.2011

Turning up the heat

Why the pressure is mounting for utility companies to improve customer focus

28.09.2011

FSA reveals industry complaint volumes

FSA reveals latest round of complaint data

Banks are determined to improve says Charter UK CEO

14.09.2011

Latest Charter UK White paper

New Charter UK Whitepaper changes made by the FSA on complaint handling rules

New FSA 'one stage' complaint–handling process will require special attention from nominated Heads of Complaints

17.08.2011

Complaints head failure

FSA deadline just 2 weeks away financial services firms yet to nominate head of complaints

Half of large financial services firms yet to nominate head of complaints, according to experts at Charter UK

09.08.2011

September technology briefings

FSA complaint handling rules raise Key IT issues

Key IT issues and challenges raised by new FSA complaint handling rules

08.07.2011

Financial firms to face major IT changes to comply with FSA

New FSA complaint handling rules will require major IT changes

30.06.2011

Customer service more important than ever, says Charter UK CEO

Paul Clark, CEO of Charter UK, says retaining customers and avoiding regulatory penalties has made customer services more important than ever

08.06.2011

PPI remediation crisis

New white paper from Charter UK outlines steps lenders need to take to address the PPI remediation crisis

11.05.2011

Processing PPI complaints

Increased automation can reduce the cost of processing PPI complaints by up to 50%

21.03.2011

PPI Judicial Review Announcement

PPI Judicial Review Announcement: Rise in interest for Charter UK PPI claims management software solution

18.04.2011

BBA Complaints Conference Update

The British Bankers Association (BBA) has postponed its planned Complaints Management conference on the 19th May until 16th June.

21.03.2011

UK Bank implements Charter UK PPI solution

The latest organisation to implement Charter UK's PPI complaint management solution has revealed it was a more cost effective alternative to outsourcing the issue.

06.02.2011

Charter UK software to support BSI standards

Charter Continuum - has been recognised in helping organisations meet BSI standards for quality management and customer satisfaction.

11.01.2011

Charter UK to sponsor BBA International Banking Conference

Charter UK has announced that it will be sponsoring the British Bankers Association's annual International Banking Conference in June 2011

04.01.2011

Nothing standard about this standard

Charter UK develop a template for enterprise-level systems to handle complaints

Charter UK to work with British Standards Institute, using Continuum to develop a template enterprise-level complaints handling system

Industry Expertise

Financial Sector
Regulated
Enterprises

"Charter UK helps us act as one
company across Europe"

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Features & Analysis

11.01.2012

Charter UK calls for greater powers by OFGEM

Paul Clark, says energy regulators need to take the lead of the FSA

14.10.2011

Turning up the heat

Why the pressure is mounting for utility companies to improve customer focus

15.09.2011

Poor complaints handling

Some companies are consistently bad at resolving customers' complaints

Who's to blame? Systems? Processes? Culture? Or all three?

03.08.2011

All change

New FSA complaint handling rules.

21.07.2011

Dead parrots society?

The isolated complaints department is no more, says Charter UK director of marketing Andrew Aldred

04.07.2011

The seven pillars of wisdom

Tips for successful complaint handling

30.06.2011

The CEO's view

Great customer service can be distilled into 10 key steps - Paul Clark CEO

Charter UK, believes delivering great customer service can be distilled into 10 key steps

11.01.2012

Charter UK calls for greater powers by OFGEM

Paul Clark, says energy regulators need to take the lead of the FSA

14.10.2011

Turning up the heat

Why the pressure is mounting for utility companies to improve customer focus

15.09.2011

Poor complaints handling

Who's to blame? Systems? Processes? Culture? Or all three?

03.08.2011

All change

New FSA complaint handling rules.

21.07.2011

Dead parrots society?

The isolated complaints department is no more, says Charter UK director of marketing Andrew Aldred

04.07.2011

The seven pillars of wisdom

Tips for successful complaint handling

30.06.2011

The CEO's view

Charter UK, believes delivering great customer service can be distilled into 10 key steps

11.01.2012

Charter UK calls for greater powers by OFGEM

Paul Clark, says energy regulators need to take the lead of the FSA

14.10.2011

Turning up the heat

Why the pressure is mounting for utility companies to improve customer focus

15.09.2011

Poor complaints handling

Who's to blame? Systems? Processes? Culture? Or all three?

03.08.2011

All change

New FSA complaint handling rules.

21.07.2011

Dead parrots society?

The isolated complaints department is no more, says Charter UK director of marketing Andrew Aldred

04.07.2011

The seven pillars of wisdom

Tips for successful complaint handling

30.06.2011

The CEO's view

Charter UK, believes delivering great customer service can be distilled into 10 key steps

Enterprise Customer Complaint and Feedback Management Software

Effective Customer Complaints & Feedback Management Solutions

Enterprise Complaint and Feedback Management Service

Online customer service software solutions

Improve customer satisfaction and drive business improvements.

Our Customers