Complaint procedure: Product or service unsatisfaction
The complaints may come both from our customers but can of course also be internal.
Complaints relating to food safety are recorded. However, after the complaint has been recorded, the recall procedure should immediately be followed!
- We have a duty to resolve all complaints received, within reason.
- All complaints must be treated seriously.
- All complaints are recorded on the form.
- Complaints must, if possible, be dealt with within 5 working days.
- If possible, preventive and / or corrective measures should be taken to prevent recurrence.
- The damage suffered must be compensated as much as possible in the case of valid complaints.
- All complaints shall be in writing and / or handled by telephone with the complainant.
- All complaints will be used for trend analysis.
- If it appears from the trend analysis that structural problems are occurring then measures will be taken in order to resolve these structural complaints. This may be through changes in process and / or product.
- A root cause analysis must only be conducted by a significant rise in the total complaints or serious complaints (food safety).
All taken measures, actions, and etc. are recorded on the form.
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