Permission by the designated contact may be granted by phone and must be followed in writing. Anytime a serious complaint is received, it is recorded for a permanent record, tracked to insure resolution, and brought to the attention of senior managers. A serious complaint is one that questions the validity of our results. SOP 190 addresses the steps taken to resolve the complaint. In general, the nature of the complaint is documented on a form which is given to the President or Laboratory Director.
Someone is assigned to resolve the issues.
The progress of the complaint resolution is discussed and tracked during weekly staff meetings. Finally, after resolution, the client is contacted for final comments, and the complaint form is signed off by a second senior manager. A permanent record is kept by the Laboratory Director.