Complaint Investigation Report

Purpose

Records the investigation of a complaint: the facts established, the evidence examined, whether the complaint is upheld, the cause, the impact on other work, the response to the complainant and the independent review of that response, in accordance with clause 7.9.

What it covers

• 1. Complaint as received
• 2. Investigation
• 3. Conclusions
• 4. Response to complainant
• Authorisation

How to complete it

1. 1.The investigator must not have been involved in the original work; record the confirmation of independence.
2. 2.Examine the job file, equipment and environmental records, the personnel involved and the customer's evidence; re-measure where appropriate and evaluate discrepancies using En.
3. 3.Conclude whether the complaint is upheld and why; identify the cause and whether other results or customers are affected (FRM-13 if so).
4. 4.Draft the response; the independent reviewer approves it before issue. Record progress reports sent to the complainant.
5. 5.Record the formal notice of closure.

Before you use it

• Replace every square-bracket token, starting with [LABORATORY NAME], [ADDRESS] and [EFFECTIVE DATE]. The full token list is in GD-01 Read Me First.
• Have the content technically reviewed against how your laboratory actually works, then approved by the responsible manager before it becomes a controlled document.
• Update the Word fields after editing so the table of contents and page numbers are correct: select all, then press F9.
• Record the document in your own document register and set its review date.

Related documents

• QM-01

  Quality Manual

  Top-level description of the management system against every clause of ISO/IEC 17025:2017.

• SOP-07

  Complaints Handling

  Receipt, validation, investigation, response and closure of complaints, independent of the people involved.

• FRM-11

  Complaints Log

  Register of complaints received, validation outcome, owner, status and closure.

• CHK-01

  ISO/IEC 17025:2017 Gap Analysis and Self-Assessment

  Clause-by-clause self-assessment with evidence, gap and action columns.

• FRM-01

  Master Document Register

  Register of every controlled internal and external document with revision, status and distribution.

• FRM-02

  Document Change Request

  Request, impact assessment and approval of a change to a controlled document.

• FRM-03

  Records Retention Schedule and Disposal Log

  Retention periods by record type and a log of authorised disposals.

• FRM-04

  Internal Audit Programme and Audit Plan

  Annual audit programme covering every clause and activity, plus the plan for a single audit.