FAHUD FIRST TRADING AND SERVICES LLC

Customer Complaint Procedure

DOC NO : F1-QMS-PR-17
REV NO : 01
DATE : 04-04-2021
FAHUD FIRST TRADING AND SERVICES LLC | Customer Complaint Procedure

MANUAL CONTROL & REVISION HISTORY

Document Name : Customer Complaint Procedure Document Number : F1-QMS-PR-17

Revision Number : 01 Issue Date : 04 APR 21

Prepared by Approved by

Signature

Name Rohit Patel Said Zerarka

Designation Quality Manager Chief Executive Officer

Revision History
Revision No. Date Description
00 25-Apr-19 Initial issue for implementation
01 04 APR 21 Added reference as per ISO/IEC 17025:2017

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FAHUD FIRST TRADING AND SERVICES LLC | Customer Complaint Procedure

Contents
PURPOSE .................................................................................................................................... 4

SCOPE ......................................................................................................................................... 4

REFERENCE ................................................................................................................................. 4

DEFINTIONS ................................................................................................................................ 4

RESPONSIBILITIES ....................................................................................................................... 4

PROCEDURE ................................................................................................................................ 4

FLOW CHART FOR COMPLAINT ................................................................................................... 6

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FAHUD FIRST TRADING AND SERVICES LLC | Customer Complaint Procedure

Purpose
The purpose of this procedure is to define the requirements and mechanism to ensure complaints and by
clients and interested parties are properly handled by Fone Calibration laboratory.

Scope
This procedure is applicable to all inspection activities of Fone Calibration and Laboratory activities.

REFERENCE
ISO 9001:2015 – 10.2 Nonconformity and corrective action

ISO 17025:2017 – 7.9 Complaints

DEFINTIONS
Complaint: expression of dissatisfaction, other than appeal, by any person or organization to an inspection
body, relating to the activities of that body, where a response is expected

RESPONSIBILITIES
Lab Manager is responsible for the implementation of this procedure.

Quality Manager shall ensure the procedure is in place and treated independently, he shall lead the
investigation whenever the technical manager is directly involved in the complaint or appeal process.

PROCEDURE
It is the policy of Fone Calibration Laboratory to treat all the customers and stake holders’ complaints with
utmost seriousness as they are the reason for our being in the business of the calibration.

Any Client, Supplier or other parties raised a complaint against the services provided by Fone Calibration
Laboratory and communicated by mail, phone or verbal, the quality manager shall register it Complaint
Tracker Register F1-QMS-RG-03. Such a complaint shall be supported by all available written evidence. The
Quality Manager shall gather all necessary evidence and provide a written acknowledgement of the
complaint received and seek additional information if required in order to analyze the complaint.

Where required, the Quality Manager shall gather in the required information and validate it and liaise with
the client in order to try to solve the complaint.

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FAHUD FIRST TRADING AND SERVICES LLC | Customer Complaint Procedure

During the process of investigation of complaint, the persons involved in the investigation shall be
independent of the subject of the complaint. The Quality manager shall also provide complainant with
progress reports and outcome to the interested party.

If the complaint was not resolved by Quality Manager level, it shall be escalated to Managing Director.

The result of the complaint handling process shall be communicated to the complainant including the actions
taken and give formal notice of the completion of the complainant. The Quality Manager shall ensure that
the investigation and decisions shall not result in any discriminatory actions against the Complainant.

The complaint handling process shall be subject to the provisions of confidentiality as per Fone policy and the
agreement with the client.

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FAHUD FIRST TRADING AND SERVICES LLC | Customer Complaint Procedure

FLOW CHART FOR COMPLAINT

Customer Complaint Received

Acknowledge Receipt and entered

in F1-QMS-RG-03

Investigate Complaint
Investigate Complaint
Progress Report

Resolved Complaint and Confirm

to Customer

Yes Customer Satisfied?

N0
End the Process and
confirm to customer. Escalation to Managing Director

End the Process and confirm to

customer.

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