Customer Complaints Handling Record
Complaints handling + trend analysis
How to use: Validity determination matters: an invalid complaint still gets a respectful response but feeds no CAPA. Trend table feeds management review input.
Preview
Customer Complaints Handling Record
ISO 10002 (complaints handling) + ISO 9001 cl.9.1.2 input. Complaints are free consulting – the record must close the loop into corrective action, not just log the ticket.
| Field | Value |
|---|---|
| Complaint ID | CMP-YYYY-NNN |
| Received | YYYY-MM-DD via channel |
| Customer | account ref (anonymize for reporting) |
| Owner | @name |
| Status | Received / investigating / resolved / closed |
1. Complaint details
- Product/service affected
- Description in customer's words
- Severity: Critical (safety/legal) / Major (function failed) / Minor
- Desired resolution (if stated)
2. Investigation
| Finding | Evidence |
|---|---|
| What actually happened | logs, records, reproduction |
| Was the complaint valid? | yes/partially/no |
| Root cause | link to CAPA if systemic |
3. Resolution
| Action | Date | Customer informed |
|---|---|---|
| Immediate remedy | ||
| Root-cause fix |
4. Customer response
- Response sent: date, channel, by whom
- Resolution accepted? follow-up needed?
- Timeline met? (acknowledge ≤N days, resolve ≤N days – set targets)
5. Trend analysis (feeds management review)
| Period | Volume | Top causes | Repeat complaints | % resolved on time |
|---|---|---|---|---|
6. Escalation rules
- Safety/legal complaints → immediate escalation path
- Unresolved >N days → management notification