How do you handle complaints and resolve issues?

Question

Accepted Answer

Complaints follow a documented 5-step resolution process with defined response times. StepActionResponse Target1. ReceiveLog the complaint with batch no. and evidenceSame day2. InvestigateCheck batch records, retained samples, photosWithin 3 working days3. DiagnoseRoot-cause analysis (quality / logistics / usage)Within 5 working days4. ProposeReplacement, credit or corrective action planWithin 7 working days5. CloseImplement, verify, document; corrective action sharedPer agreementWe keep a complaint register and feed root causes back into production control — recurring issues trigger process corrections, not just one-off settlements.Open a case with your batch number and photos — we will respond on the same day and keep you updated at every step.

Step	Action	Response Target
1. Receive	Log the complaint with batch no. and evidence	Same day
2. Investigate	Check batch records, retained samples, photos	Within 3 working days
3. Diagnose	Root-cause analysis (quality / logistics / usage)	Within 5 working days
4. Propose	Replacement, credit or corrective action plan	Within 7 working days
5. Close	Implement, verify, document; corrective action shared	Per agreement

How do you handle complaints and resolve issues?

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