Complaints Handling Procedure

Create a traceable complaint record from receipt

Complaints are required to be logged promptly and recorded in sufficient detail to support effective assessment and investigation. Each complaint is assigned a unique reference and entered in a controlled complaints log, providing a clear basis for traceability and oversight.

Where the information supplied is incomplete, the procedure requires reasonable efforts to obtain the additional detail needed to support investigation. Initial acknowledgement and logging must take place within one working day of receipt, giving the complaints process a defined starting point rather than leaving receipt and follow-up to informal handling.

Assess seriousness and investigation needs quickly

Initial assessment is required within two working days of receipt. Technical or Quality Management assesses complaint seriousness and frequency and determines the investigation requirements within the scope of the procedure.

The assessment considers the nature of the complaint, its potential impact on food safety, quality, legality or authenticity, and whether sufficient information is available to proceed. Complaints assessed as serious, or indicating a potential risk to food safety, legality or authenticity, are prioritised and investigated without delay.

Where an investigation is required, its completion timeframe must remain proportionate to the nature and potential impact of the complaint. If there is not enough information to investigate, that position and the attempts made to obtain further information are recorded.

Investigate proportionately and document the outcome

Complaints for which sufficient information is available are investigated in a timely and proportionate manner. The investigation must be appropriate to the seriousness and potential impact of the complaint, consider relevant process, product or service information, and identify any immediate issue requiring control or escalation.

Investigation outcomes are documented with the findings and conclusions reached. Where contact details are available, the procedure also requires feedback to the complainant. This can include confirmation that the complaint has been received and investigated, a summary of findings or conclusions where these can be shared, and confirmation of relevant actions taken.

Where investigation cannot proceed because information remains insufficient, that limitation is communicated to the complainant where possible.

Define action and connect escalation to the appropriate control

Actions arising from complaint investigations are defined according to the nature, seriousness, cause and frequency of the complaint. They are required to be proportionate and to address identified issues and prevent recurrence where applicable.

The procedure distinguishes complaint handling from the specialist controls that may follow. A serious issue, or a complaint requiring escalation to protect food safety, legality, authenticity or quality, is progressed through the Non-Conforming Product Control Procedure or, where applicable, the Incident Management, Product Withdrawal & Recall Procedure.

Where complaint actions require corrective or preventive action to be implemented, verified and formally closed, they are progressed under the Corrective & Preventive Action Procedure. The complaints procedure therefore identifies when those interfaces are needed without claiming the investigation methodology, product-disposition decisions, recall controls or corrective-action closure mechanisms as its own.

Use complaint data to identify recurring and emerging issues

Complaint data is analysed for recurring issues, significant trends and emerging risks relating to food safety, quality, legality or authenticity. The procedure requires trend analysis at least monthly and requires both complaint volume and complaint type to be considered.

Complaint data is also reviewed promptly when a serious complaint is received, an unusual increase in complaint frequency is identified, or an emerging issue is suspected. Where a serious complaint or a significant increase in complaint levels or types is identified, root cause analysis is undertaken through the Corrective & Preventive Action Procedure and used to support corrective and preventive action.

Allocate responsibility across management and operational functions

Senior Management is responsible for providing adequate resources, supporting timely reporting and accurate investigation, and reviewing complaint trends and significant issues where escalation is required.

Technical or Quality Management manages the complaints process, receives and records complaints, coordinates investigations where sufficient information is available, assesses seriousness and frequency, ensures investigations are completed by suitably competent personnel, records outcomes, analyses complaint data, communicates relevant trends and escalates complaints through the applicable related procedures.

Department Managers and Functional Leads support investigations with information, records and operational input and implement actions within their areas of responsibility. Employees are required to report complaint information promptly, cooperate with investigations and comply with controls or actions introduced as a result of complaint handling.

Keep competence, reporting and review connected to complaint performance

Personnel involved in receiving, recording, investigating, managing or analysing complaints must be trained for their assigned responsibilities. Training covers, as applicable, accurate complaint recording, proportionate investigation, assessment of seriousness and frequency, trend identification and escalation, with training and competence managed under the Training & Competence Procedure.

Investigation outcomes and trend-analysis results are documented and made available to relevant personnel through defined reporting or communication mechanisms. Complaint information is then reviewed as part of ongoing FSQMS performance monitoring, supporting review of control effectiveness and informed management decision-making.

A complaints procedure within the wider FSQMS

The procedure provides the complaints-handling framework while preserving clear boundaries with the controls that govern record maintenance, document control, corrective and preventive action, non-conforming product, and incident, withdrawal and recall management.

For technical and quality teams, this creates a defined route from complaint receipt and assessment through proportionate investigation and trend analysis to the appropriate FSQMS interface when further action or escalation is required.