Claim / Kvörtun
A complaint is defined as an inquiry from a customer who is dissatisfied, meaning they have not received the service that was expected.
Delivery of correct analyses at the right time and quality is highly prioritized. Nevertheless, mistakes can occur, and it is important that we receive feedback on areas where we can improve.
To ensure that all complaints are handled equally, a complaint form for the customer has been introduced. Upon receipt of such a form by one of our customer advisors, complaint handling will be initiated, and the customer will be immediately notified of the received complaint. Complaint handling will also be initiated upon notification of a requested reanalysis, regardless of the received form.
Cause analysis, impact assessment, damage restoration, and corrective actions are part of the complaint handling process. Complaint handling will be reviewed, and the case will be closed. The decision communicated to the customer will be reviewed and approved by a person who has not been involved in the case.
In addition to handling individual complaints, statistics on complaints regarding categories are extracted. Trends can then be followed, and actions can be taken based on the information that emerges from the statistics.
Complaint handling is one of the most important elements for developing the quality system and improving the quality of our services. Eurofins will provide customers with a welcoming, flexible, and efficient handling of complaints.