How we handle Customer Complaint

Customer Complaint & Recall Procedure

Casa Argentina Limited
Version: 1.0 | Last Updated: 31 October 2025

PURPOSE

To define the step-by-step process Casa Argentina Limited must follow when managing customer complaints and executing a product recall, ensuring compliance with food safety regulations, safeguarding public health, and protecting brand reputation.

SCOPE

This procedure applies to all employees involved in customer service, warehouse, logistics, quality control, and senior management. 

It covers:

B2C (retail) and B2B (wholesale and foodservice) complaints

All food and drink products sold or distributed by Casa Argentina Limited

Suspected or confirmed food safety issues

Non-safety complaints (e.g., packaging, labelling, service issues)

UK mainland operations

KEY RESPONSABILITIES

1. RECEIP OF COMPLAINT

1.1 All complaints, whether received via phone, email, social media, review platforms, or in-store, must be logged immediately in the      Customer Complaints Log

1.2 Capture the following information:

• Customer name and contact

• Product name, size, quantity

• Batch number and BBE date (if available)

• Purchase date and channel

• Description of the issue

• Any photo or video evidence

• Initial response date/time

1.3 Acknowledge the complaint within 24 hours, assuring the customer it is under investigation.

2. INITIAL ASSESSMENT & CLASIFICATION

2.1 Determine the type of complaint:

• Food Safety (e.g. mould, foreign object, illness)
  
  

• Quality Issue (e.g. off taste, texture)
  
  

• Packaging or Labelling
  
  

• Customer Service or Delivery
  
  

2.2 Classify the severity:

• Minor – No health risk, isolated incident
  
  

• Moderate – Multiple complaints, no health risk
  
  

• Major – Risk to health, cross-contamination, undeclared allergens, etc.
  
  

2.3 If the issue relates to food safety, escalate immediately to the Quality Lead or Director.

3. PRODUCT ISOLATION & TRACEABILITY

3.1 Locate and quarantine all affected stock at Casa Argentina's warehouse. Label clearly as:
❗ QUARANTINE STOCK – QUALITY CONTROL – NO GOODS TO BE MOVED OR USED WITHOUT AUTHORISATION❗

3.2 Record:

• Product name

• Batch/Lot number

• Quantity in quarantine

• Date quarantined

• Initials of person isolating
  
  

3.3 Trace back affected stock through:

• Supplier delivery notes and invoices

• Sales orders

• B2B or B2C sales history

• Shopify or Unleashed/Xero records

4. INVESTIGATION & ROOT CAUSE ANALYSIS

4.1 Conduct a detailed internal review:

• Review warehouse handling, storage temperature logs, picking/packing practices

• Examine photos/videos provided

• Cross-check other complaints for patterns

• Contact the manufacturer for batch production records (e.g. BRC, FSSC 22000 certifications)
  
  

4.2 Document findings in the Complaint Investigation Form:

• Confirmed batch affected?

• Foreign material identified?

• Defect visible or internal?

• Was SOP followed?

• Likely root cause?
  
  

4.3 Where applicable, request a counter-sample or supplier investigation report.

5. DECISION TO RECALL

5.1 Based on risk assessment, decide whether a product withdrawal or recall is required.

5.2 If a recall is necessary:

• Inform the Food Standards Agency (FSA) via incident reporting system or hotline.

• Notify your local Environmental Health Officer (EHO) if advised by FSA.

• Prepare a customer notification plan.

6. CUSTOMER COMMUNICATION

6.1 Communicate clearly and promptly:

• Use the same channel customer used (email, phone, platform)

• Offer replacement, refund, or voucher (as per internal policy)

• Provide collection or disposal instructions (if needed)
  
  

6.2 For recalls:

• Issue a public statement on website and/or social media

• Email affected customers with clear product name, batch, and return instructions

6.3 Keep tone empathetic, transparent, and helpful.

7. CORRECTIVE & PREVENTIVE ACTIONS

7.1 Document Corrective Actions (CA):

• E.g. Change packaging supplier, update QC checks, improve SOPs
  
  

7.2 Document Preventive Actions (PA):

• E.g. Enhanced staff training, tighter temperature control, new barcode scanning procedures
  
  

7.3 Update relevant SOPs and share updates with staff.

7.4 Record actions in CAPA Register.

8. CLOSURE & REVIEW

8.1 After resolution:

• Confirm affected stock is disposed of or returned to supplier

• Ensure refunds/replacements have been processed

• Confirm FSA or EHO are satisfied (if involved)
  
  

8.2 Close complaint in register with:

• Resolution date

• Summary of actions taken

• Lessons learned
  
  

8.3 For serious incidents, conduct a team debrief and submit a summary to the Director.

9. RECORDS RETENTION

Keep all complaint, investigation, and recall records for a minimum of 5 years

Store digitally in shared folder titled “Product Complaints & Recalls – [Year]”