Hi Cabbie - the interpretation notes for this clause (BRC 8) state:
The company should ensure there is a clear process for customers (and potentially consumers too) to raise legitimate complaints about the products. This is usually via the contact information on product labels. Where products are supplied into food service or through intermediaries, every eﬀort should be made to ensure that complaints raised are relayed to the complaints department of the site.
All complaints need to be captured to a speciﬁed location to ensure they are adequately assessed and investigated, and the results of this investigation recorded. A documented complaints procedure is therefore required and the inclusion of a standardised complaint form may be useful.
Complaints must be handled by appropriately trained staﬀ to ensure that a proactive system identiﬁes the severity, and therefore the signiﬁcance, of any complaints received. Actions must be appropriate to the seriousness of the complaint. A rapid response would be required for serious issues (such as a glass complaint) or where a number of complaints are received, suggesting a widespread problem.
Investigation must be completed within a deﬁned timeframe and feedback provided to the complainant wherever contact details are provided.
BRC Seems very keen on risk assessments - so, when determining response time we do use a risk assessment (basic) to determine seriousness of the issue. ie. did somebody get ill or was there potential for this and also how many complaints - ie. a "one off" or many complaints regarding one batch?.
Allergen/serious foreign body, micro issue and/or multiple complaints would mean this is A grade,
Quality issues that would affect efficacy/quality ie. poor pack seal/clumping/extraneous vegetable matter would be B
Minor issues - eg. legible but feint date code, packaging out of registration, would be C
(examples would be dependant on your own product type & relative risk)