COMPLAINTS AND FEEDBACK

Purpose

This Procedure defines the activities to be carried out in the event of all complaints. (Both customer or consumer)

Scope

Any written complaint made to the company.

Procedure

Dealing with Customer Complaints

The company representative who initially finds or receives notification of the complaint will complete a NC form (APP 5). The QMR shall in conjunction with the customer and specify the action to be taken to ensure the customer is satisfied.The company shall then ensure that the result of the action taken clears the complaint and that the complaint is signed off, recording all actions taken. The complaint will then be filed in the customer file once resolved. Customer complaints are an agenda on the management meeting and thus are discussed and reviewed on an annual basis. If any further actions can be taken they will be discussed here and the complaint finally closed out.

Customer Feedback

Customer feedback is measured by the following KPI’s:

• Number of complaints
• Number of customers lost through dissatisfaction
• Number of customer gained through recommendation

Letters/Emails of thanks are also retained as part of customer feedback.