Good afternoon, I would start with a log book to archieve the complaints. Believe me, I can't count how many customers complain about something which I have previously worked on and was able to quickly reply with a corrective action. That is, you will only have so many types of complaints on food products. Most complaints that I have had in my line of work, dry spice blends and flour based chicken breaders, corn dog mixes, funnel cakes etc, have been concerning consistency of color and flavor. Oh yea, the occasional bug in product and the dreaded "foreign material" to a lesser degree have occured. I always investigate to determine the cause of complaints as they can lead to corrective action caused by system failures which, in the end, make for a safer product. I always fill out a complaint form with: date, customer name, phone number, product name and code, LOT NUMBER, how many cases/bags, production date, total cases/bags produced, date shipped, nature of the complaint, result of investigation and the resolution.Next, pull all production records relating to the lot number and product code (this is especially important in the event of a recall) including; lab analysis perfomed, BOLs, shipping/receiving records and batch sheets. If no internal issues are found, try to get an unopened bag/case of the product in question and discuss you findings with your production manager or HACCP team to arrive at a resolution to the issue at hand.
Taste Maker Foods, LLC
CUSTOMER COMPLAINT FORM.doc 23.5KB