complaints

Complaints are an unavoidable part of professional laboratory work. Even the most competent, well managed and technically strong laboratories will receive complaints at some point. Clause 7.9 ensures that complaints are handled in a structured, transparent and impartial manner. A complaint is not a sign of failure — it is a sign of engagement. It shows that clients care about the work, the service and the outcomes. How a laboratory responds determines whether trust is strengthened or damaged.