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Lisanne van Zwam

Quality control & Sales


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    Processes
    04/08/2026

Complaint management

How do we handle a complaint?

  • Every complaint is registered and assessed by our Quality Control department.
  • We carefully investigate the complaint to determine the root cause and assess which corrective actions are required.
  • If necessary, we will contact you to obtain additional information and coordinate the further handling of the complaint.
  • You will be informed of the outcome of the investigation and any measures that have been taken.

Product Safety and Recalls

When a complaint or internal inspection indicates that the safety or legal compliance of a product may be at risk, we act immediately in accordance with our established recall procedure.

Depending on the situation, we may:

  • immediately block and withdraw affected products from the market;
  • investigate the traceability of the affected batches;
  • carry out a product recall, if necessary, in consultation with the competent authorities.

In this way, we limit potential risks and ensure the safety of our products.

Learning and Improvement

All complaints and non-conformities are centrally registered and periodically evaluated. The results are used to continuously improve our processes, products, and services, and to prevent similar situations from recurring.

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