How do you handle quality complaints or discrepancies?
Complaints are handled through a defined seven-step procedure with clear service targets: acknowledgement within 24 hours, root-cause analysis using the retained batch sample, and a resolution within 15 working days for standard cases.
Complaint Procedure
| Step | Target |
|---|---|
| 1. Log complaint | Same working day |
| 2. Acknowledge | Within 24 h |
| 3. Evidence collection | Photos, labels, retained sample |
| 4. Root-cause analysis | GC-MS / physical re-check vs. retained sample |
| 5. Proposal | Replace, credit or rework within 15 working days |
| 6. Corrective action | Process update to prevent recurrence |
| 7. Close & report | Written close-out report |
- Retained batch samples held at least 24 months support investigation
- Transport damage is handled with courier/freight insurance
- Long-term customers get priority handling and a dedicated QC contact
Report any issue with order number, batch number and photos for immediate action.
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This article was published on 2026-09-07, and last updated on 2026-09-07. The article will be continuously updated.
