Purpose

At Seadragon Organic, I value every customer and stockist. Complaints provide an important opportunity to learn and continuously improve. This policy outlines how I handle complaints related to the brand, my products, product quality (contract manufacturer), and shipping and logistics (contract 3PL).

Scope

This policy covers complaints from:
– End-user customers.
– Stockist and distributor customers.
– Complaints relating to:
  – Seadragon Organic brand experience.
  – Product quality or safety concerns.
  – Distribution, packaging, and delivery.

Policy Statement

Every complaint will be taken seriously and handled respectfully, promptly, and fairly. Complaints will be acknowledged within 2 business days and resolved, where possible, within 14 business days. All complaints will be logged in the Complaints Register for monitoring, trend analysis, and continuous improvement. Where relevant, complaints will be referred to the contract manufacturer (for product quality) or 3PL (for storage, packing, or shipping issues). Seadragon Organic will remain the central point of contact for all complainants, ensuring a consistent and supportive customer experience.

Procedure for Handling Complaints

1. Receipt: Complaints may be received by email, phone, social media, or in person. The staff member (or myself) receiving the complaint records it in the Complaints Register.

   2. Acknowledgement: The customer is thanked for their feedback and provided with an acknowledgment within 2 business days.

   3. Investigation: Review details of the complaint. If product-related: consult batch records, retain samples, and liaise with the manufacurer as needed. If shipping-related: contact the 3PL to check records and timelines.

   4. Resolution: Provide the customer with a clear outcome (e.g., refund, replacement, explanation, corrective action). Ensure resolution within 14 business days where possible.

   5. Follow-up & Closure: Confirm the customer is satisfied with the resolution. Mark the complaint as closed in the Complaints Register. If systemic issues are identified, initiate corrective action and update procedures with the manufacturer or 3PL.

Review and Monitoring

The Complaints Register will be reviewed quarterly to identify recurring issues. Serious or repeated issues will trigger formal review with the manufacturer or 3PL. An annual summary will be created for continuous improvement planning.contrac