# 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