Complaints Procedure

When Agile Life Sciences receives a customer complaint the details are documented, tracked, investigated and resolved and where necessary, corrective actions are implemented to prevent reoccurrence.

Should your complaint be validated, we aim to acknowledge receipt of complaints within two working days. Should your complaint not be validated, this will be communicated to you with a justification for our decision.

Validated complaints will be investigated according to our Complaints, Nonconformance and Corrective Action Procedure. This procedure ensures that the root cause of the complaint is identified and any corrective measures necessary for customer satisfaction and continuous improvement will be implemented.

When your complaint has been investigated and any corrective actions identified, we will send you our formal response with our findings normally within 10 working days. Corrective actions are monitored until their effectiveness has been verified and only then will the complaint be closed out.

Agile Life Sciences has achieved certification to ISO13485 and operates an ISO15189-compliant laboratory quality management system.