Corrective and preventive action policy


The purpose of the corrective and preventive action procedure is to provide effective arrangements for communicating with ourselves and our customers in the event of an issue, complaint or otherwise in the controlling of foreseen or unforeseen errors within our systems of work.

It is also a procedure designed to provide a thorough, professional and dedicated service to our customers in order to achieve complete customer satisfaction by means of correcting our addressed problems within our work structure and with our clients.

We aim to satisfy our customers by the elimination of problems and to give to them a complete reassurance of our responsibility to them.


All of our customers and business relations are extremely important to us. We aim to strive to achieve zero complaints at WiSS Ltd – although not always possible. We aim to do this by a professional and thorough service to our customers and clients. If that is not achieved then we as a business strive to achieve as efficient a business as possible and to give our customers as complete satisfaction that we can possibly deliver.


It is the responsibility of the Director to see that complaints are fully reviewed, discussed and if possible arrangements put into place to ensure that the problem does not occur again, including the use of audits to ensure corrective action.

How do we deal with complaints

We hope that most problems can be resolved simply by getting in touch with us. If a client remains unhappy about a problem after speaking in non formal terms, they may wish to register a formal complaint. If a formal complaint is registered, a meeting with the Director is set up to resolve the issue.

Our promise to our clients

We aim to deal with any issues that may occur within the early stages of the design process. We will:

1.Treat all complaints seriously and deal with them properly

2.Resolve complaints promptly

3.Learn from complaints and take action to improve our service in order to maximize customer relations and to eliminate a repeat of problems encountered

How are formal complaints made to us

If a formal complaint is made about our services and products a meeting is arranged between the customer and the Director to discuss the issue. During this meeting the Director will fill out the customer complaint form. The details of the complaint are recorded and filed accordingly.

Responding to complaints

Once a complaint has been dealt with by a meeting with the Director, the project team will have a meeting to discuss the outcome and any possible changes or improvements that could be made.

Corrective and preventative action

  1. Depending on the frequency and criticality of an identified corrective / preventive action required, an interim Management Review may be instigated by the Director in order to effect corrective action.
  2. The Director is responsible for carrying out audits of any corrective / preventive actions undertaken. (This is to ensure that the results of the change are effective).
  3. All customer complaints will be reviewed by the Director and shall be treated as significant, no matter what the issue.

An indication should be given as to the error, whether preventable and / or unforeseeable human error.

Consideration should be made depending on the risks involved, particularly those that may have product liability and health implications.

Corrective and preventive action loop

  1. To ensure that corrective and preventive action is implemented in a controlled manner and that preventive action is taken, the following procedure must be followed:
  2. Complete an analysis of the activities and quality records relating to the complaint / material / product under question, identify the true causal factors of the problem; decide on a course of action to correct and prevent reoccurrence of the problem.
  3. Implement the change (where required) using the document control system, monitor the results of the change for effectiveness.
  4. Ensure that all of the quality documentation reflects the change and that checks are maintained which monitor, via audits, the effectiveness of the corrective action that has taken place.
  5. Inform the client (if necessary) of the corrective action taken place and liaise with them at all stages. Close out the action by signing the complaint report.
  6. Any preventive action will be identified and implemented as a result of thorough assessments of our practices by our personnel. This action can come at any time and is extremely welcome in addition to our current practices and methods.
  7. Action forms are also used to record quality management system issues and requests.