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[welshbox]

I've recently changed the layout of my complaint form and I've just realised I have removed the boxes I had on the previous complaint form regarding the target date of completion and the actual date of completion. I can record these in my monitoring form instead, but do I actually need to for BRC?  I can't see anything in my standard, but I have lost a lot of brain cells in the last year!

[beautiophile]

3.12.1

All complaints shall be recorded and investigated (including root cause analysis) and the results of the investigation documented.

Actions appropriate to the seriousness and frequency of the problems identified shall be carried out promptly and effectively by appropriately trained staff

 

That clause is conformed as long as you can show you took measures promptly (by target date) and they worked effectively (by completion date) since it doesn't specify where.

However, a record can act like a diary which other people read and get the idea of situation. I think the principles of writing and documentation apply here. Putting necessary information (eg. deadline & accomplishment on a complaint handling file) as much as possible is a way to respect readers. In this case, the auditors may not have to browse so many documents and the auditing would go smoother.