Complaints & feedback

Complaints & feedback captures customer complaints and resolves them, covering ISO 9001 Clause 9.1.2 (customer satisfaction) and 10.2 (nonconformity and corrective action). It’s the customer-facing sibling of your nonconformity workflow.

Log a complaint

In Complaints & feedback, log a complaint with a summary, an optional code, and the customer. Record the channel it arrived through (email, phone, portal, in person, social, survey, or other) and a severity: low, medium, or high. Capture the received date and a description of what the customer reported.

Investigate and resolve

A complaint moves through Open → Investigating → Resolved → Closed. Record the resolution as you work it. You can update complaints one at a time, or select several and set their status in bulk, and save a filtered view (for example, high-severity open complaints) to return to.

Escalate to a CAPA

When a complaint reveals a systemic cause rather than a one-off, use Raise a CAPA (root-cause) on the record. This opens a linked nonconformity for corrective action, and the complaint then shows CAPA raised, tying customer feedback to the fix.

Tip

Watch the High (open) tile on the Quality dashboard. High-severity complaints that are still open are the ones most likely to need a corrective action, not just a resolution.

Next steps

• Nonconformity & CAPA: where a systemic complaint goes for root cause.
• Nonconforming outputs: where a product complaint often leads.