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Complaints & Non-Conformance Procedure

To ensure all customer complaints and non-conformances are logged, tracked and dealt with effectively, Goodwater Ltd follows a clear procedure.

If you have a complaint to raise with us, or need to notify us of any non-conformances, please do so by completing a form on our Contact Us page.

1. Raising a complaint/non-conformance
  • Anyone who receives a complaint from a customer or who identifies a serious non-conformity with our service/products should send details to the Compliance Officer.
2. On receipt of a complaint/non-conformance
  • Upon receipt of an issue, the Compliance Officer should enter the information into form GQ001 (non-conformance/corrective action report). Part one should be completed, up to and including ‘Immediate Action Taken’.
  • The non conformance/complaint should be logged on the register, assigning a unique reference number. The form should be saved in an editable format using the naming convention: NCR and type of issue.
  • The form should then be emailed to the relevant Line Manager for further action, and the Quality Manager (for non UKAS related issues) or Head of Inspection Body (for ISO17020 related issues) should be copied for information.
3. Updating a complaint/non-conformance
  • The Line Manager should complete part two of the form (Details of Investigations and Preventative Action), with assistance from Compliance and any other relevant staff. There should be an indication of whether Progress and Outcome reports are required (end of sections 2 and 3).
  • Progress reports should be sent, if necessary and the updated complaint/non-conformance should be sent to the Compliance Officer and Quality Manager or Head of Inspection Body, as relevant.
  • Once the Line Manager has updated the form, the Quality Manager or Head of Inspection Body, as relevant, should complete the remainder of the form and sign of the Preventative Action Planned/Taken section.
4. Monitoring and closing a complaint/non-conformance
  • The Quality Manager or Head of Inspection Body, as relevant, should sign off part three of the form when the issue has been resolved and advise the Compliance Officer.
  • The Compliance Officer should also ensure that a final outcome report is sent to the complainant and member of staff who raised the issue, if relevant. Once completed, the editable version of the document should be replaced by an uneditable pdf.
  • The Compliance Officer is responsible for ensuring that complaints/non-conformances are chased up and monitored at monthly QA meetings, as well as ensuring that the latest version is stored online and the register is updated.