BRCGS V9 (3.10 Complaint-handling)

• Conducted on

  Date

• Prepared by

• Location
  Address

• Auditee's signature : I agree with the audit findings

  Sign

• Auditee's name

• Auditee's Job title

• SOI<br>Customer complaints shall be handled effectively and information used to reduce recurring complaint levels.

  Compliant

  Minor

  N/A

  Major

  Critical

3.10.1 Complaint recording and investigation

• All complaints shall be recorded and investigated, and the results of the investigation of the issue recorded where sufficient information is provided.

  Compliant

  Minor

  N/A

  Major

  Critical

• Actions appropriate to the seriousness and frequency of the problems identified shall be carried out promptly and effectively by appropriately trained staff.

  Compliant

  Minor

  N/A

  Major

  Critical

3.10.2 Complaint analysis and trending

• Complaint data shall be analysed for significant trends.

  Compliant

  Minor

  N/A

  Major

  Critical

• Where there has been a significant increase in a complaint, or a serious complaint, root cause analysis shall be used to implement ongoing improvements to product safety, legality and quality, and to avoid recurrence.

  Compliant

  Minor

  N/A

  Major

  Critical

• This analysis shall be made available to relevant staff.

  Compliant

  Minor

  N/A

  Major

  Critical