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Complaints about MOD Suppliers and Third Party Certification Bodies

Introduction

On occasion, suppliers do not meet their customer’s contractual requirements. When this happens the customer should consider formally complaining. This topic provides advice and guidance on:

the different types of complaint
the core elements of a complaint and its follow up
how customer complaints are used in the third party certification process of Quality Management Systems
how MOD teams should complain about the certification status of suppliers and/or Third Party Certification bodies.

Definition

For the purposes of this topic a complaint is defined as "An expression of dissatisfaction, however made, about the standard of product and/or service, actions or lack of action by a Supplier".

What form do customer complaints take?

Customer complaints come in many forms. As well as direct letters to suppliers, documents such as non-conformance reports, deficiency reports etc are to be treated as Customer Complaints where they are specifically so identified.

What are the core elements of a customer complaint and how is it followed up?

When making a customer complaint the Customer must formally record and communicate this concern to the Supplier. As a minimum the record should contain:

details of the complaint
the date raised
who raised it
the criticality
a target date for a response.

It is imperative that the communication includes, in a prominent position, a statement to the effect that it is a "Customer Complaint and is to be recorded and managed in accordance with the conditions stipulated in contract XXX/XXX".

Having made a Customer complaint, the complainant should ensure that all improvement actions identified by the Supplier are monitored and addressed in a time scale commensurate with the criticality of the complaint and the impact on the product. Consideration should be given to the use of the services of a MOD GQAR organisation to support this aspect.

How are customer complaints used in the third party certification process of Quality Management Systems?

During their surveillance visits, the third party certification body will review the Customer Complaints register, looking at both open and closed complaints. This review will be undertaken when planning the audit in order to determine which areas of the organisation to audit.

How should MOD teams complain about the activities of Third Party Certification Bodies?

All complaints relating to 3rd party certification bodies and the certification status of suppliers should be referred to DQA Policy, who will take the matter up with the United Kingdom Accreditation Service and/or the 3rd party certification body concerned on behalf of the complainant.

In order that they can be dealt with effectively, objective evidence must be available to substantiate any complaints made.

To contact DQA Policy please see Getting Help.

Change History

1 May 2009: Topic expanded to cover complaints about MOD Suppliers.