1. What counts as a quality complaint
Any concern that a product does not match its label or its certificate of analysis: a damaged seal, an unexpected appearance of the cake, a discrepancy in the lot number, or a result that does not match the certificate.
2. How to report one
Write to info@lyotek.com with the product name, the lot number printed on the label, a description of the concern and, where possible, photographs. Purchasers from the distributor may also report through the distributor, which forwards the report to the laboratory.
Keep the vial. The laboratory may ask for it to be returned for examination.
3. What happens next
Every report is logged against its lot and reviewed under the quality system. Retained samples of the lot are examined where the concern warrants it. The reporter receives a written response.
4. Recalls
If a review concludes that a lot should not remain in use, Lyotek notifies the distributor and every organisation supplied directly, identifying the lot number and the action to take. Notification is by email to the address on record.
5. Records
Complaint and recall records are kept for the retention period the quality system specifies and are available to the distributor and to organisations supplied directly, in respect of their own lots, on request.