Customer Service Complaints in GDP

Customer Service Complaints in Good Distribution Practice

Customer service complaints are inevitable in any business, but they can be especially damaging for wholesalers and distributors of medicinal products.

Complaints can indicate serious quality issues, regulatory breaches, or customer dissatisfaction that can harm the reputation and profitability of the business. Therefore, it is essential to have a robust and effective complaint handling system that complies with the principles and guidelines of Good Distribution Practice (GDP).

It is easy to forget while working in a wholesaling warehouse that you are actually an important link in the legal supply chain, set up and regulated to maximise and protect the health of the patient. Customers may be pharmacies supplying the general public, in which case they have a duty of care to their patients - the end users - which has to be shared with everyone involved in the supply chain.

What are customer service complaints and how to handle them?

Customer service complaints are any expressions of dissatisfaction or concern from customers or other stakeholders about the products or services provided by the wholesaler or distributor. Complaints can be received verbally or in writing, through various channels such as phone, email, website, social media, or face-to-face.

 

Accordingly, wholesalers and distributors should have a written procedure for handling complaints that includes the following steps:

• Record: All complaints should be recorded in a log or database with a unique reference number and relevant details such as date, source, product name, batch number, nature of complaint, and actions taken.

• Investigate: All complaints should be investigated promptly and thoroughly by qualified personnel to determine the root cause and the impact on the quality and safety of the product. The investigation should also involve the manufacturer or supplier of the product if necessary.

• Respond: All complaints should be responded to in a timely and courteous manner, providing factual information and appropriate actions or solutions. The response should also include an apology if warranted and an assurance of continuous improvement.

• Close: All complaints should be closed only when the complainant is satisfied with the outcome or when no further action is possible or required. The closure should be documented and confirmed with the complainant.

• Review: All complaints should be reviewed periodically to identify any trends or patterns that may indicate systemic problems or areas for improvement. The review should also include any corrective and preventive actions (CAPAs) taken to prevent recurrence of similar complaints.

What are the benefits of good complaint handling?

Good complaint handling is not only a regulatory obligation but also a business opportunity.

By handling complaints effectively, wholesalers and distributors can:

• Protect the quality and integrity of their products and services;
• Maintain compliance with GDP and other applicable regulations;
• Enhance customer satisfaction and loyalty;
• Reduce costs and risks associated with recalls, returns, rework, or litigation;
• Improve their reputation and competitiveness in the market;
• Learn from feedback and improve their processes and performance.

Assistance, advice and Support

If there is anything of concern that you feel you need to speak to someone about, you can call us for a free consultation on 0330 133 0920 or email us on:

info@ukgdpassociation.co.uk

Please be assured that we are bound by our own code of practice never to disclose your conversation with us in any way to anyone else by any means. We understand some issues may have sensitive issues within them and we appreciate that. Confidentiality is assured.

 

A brief list of links to useful material associated with this subject are shown below.

EU GDP Guidelines (2013/C 343/01)  Chapter 6, sec. 1 & 2

GDP Training Website

What Is A Quality Management System?

The Legal Supply Chain: Protecting the Patients

Common Deficiencies

What are GDP Guidelines for Medicinal products?

Medicinal Product Recalls: What, Why and How

Why Management Reviews are Important