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What is your complaint resolution process for the 30% grade?
We operate a structured complaint resolution process under our FSSC 22000 food safety system. All complaints are logged, investigated, and closed with documented corrective actions.
Process Timeline
| Stage | Action | Target Time |
|---|---|---|
| Acknowledgment | Confirm receipt of complaint | Within 4 hours (business hours) |
| Initial assessment | Review details, request samples/test data | Within 3 business days |
| Investigation | Lab analysis, batch record review | 5–7 business days |
| Resolution proposal | Replacement / refund / credit / technical fix | Within 10 business days |
| Closure | Confirm resolution accepted, log CAPA | Within 15 business days |
What to Include in Your Complaint
- Purchase order / batch number
- Description of issue (spec, delivery, packaging)
- Your test results if available
- Photos if visible defect (caking, contamination)
For the 30% grade, because the resin enrichment step is unique, we always trace back through the enrichment HPLC records to identify root cause if a spec issue arises. All complaints are reviewed in our monthly quality review meeting. Provide your contact and issue details — we acknowledge within 4 hours.
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This article was published on 2026-09-02, and last updated on 2026-09-02. The article will be continuously updated.
