Form

Customer complaint form for laundry services - ISO 9001:2015 (international)

A form for commercial laundries to record customer complaints about linen, covering details, defects, immediate actions, root cause, corrective actions, and customer communication.

Fill it in online - free, no account needed. 33 questions.

What it is for

This template provides a structured way to record and manage customer complaints for laundry services.

The full question list

1. Complaint Details

  1. Date and time the complaint was received *
  2. Customer name *
  3. Customer contact person and details *
  4. Complaint reference number (if applicable)
  5. Description of the complaint as reported by the customer *

2. Affected Delivery and Items

  1. Date of the affected laundry delivery *
  2. Delivery note or batch number of the affected delivery *
  3. Type of linen affected (e.g., bed sheets, towels, uniforms) *
  4. Quantity of items affected *
  5. Any other relevant delivery information

3. Nature of Defect

  1. Primary defect category *
  2. Detailed description of the defect observed *
  3. Photographs of the defect were obtained from the customer or taken internally *
  4. Location of defect on item (if applicable)

4. Immediate Correction and Containment

  1. Immediate action taken to address the customer's complaint *
  2. Date immediate action was completed *
  3. Details of immediate action (e.g., quantity replaced, credit amount) *
  4. Affected items were quarantined for further investigation *

5. Root Cause Analysis

  1. Investigation findings and identified root cause of the nonconformity *
  2. Process stage where the nonconformity originated *
  3. Similar nonconformities have been recorded previously *

6. Corrective Action and Follow-up

  1. Corrective action(s) implemented to prevent recurrence of the nonconformity *
  2. Target completion date for corrective action(s) *
  3. Person responsible for implementing corrective action(s) *
  4. Effectiveness of corrective action(s) was verified *
  5. Date effectiveness verification was completed *

7. Customer Communication and Closure

  1. Date customer was informed of the resolution and corrective actions *
  2. Method of customer communication (e.g., email, phone call, meeting) *
  3. Customer confirmed satisfaction with the resolution *
  4. Date the complaint was officially closed *

8. Sign-off

  1. Name of person completing this form *
  2. Date this form was completed *
  3. Signature of person completing this form *

References

How the score works

The score is the share of scored questions that pass. N/A is left out of the score; text, dates and signatures are recorded but not scored. A completed template is a record of what you checked; it is not an inspection by a regulator or an accreditation body.

Questions

What is the purpose of this form?

This form helps commercial laundries systematically capture, investigate, and resolve customer complaints related to their linen services, aligning with quality management principles.

How does this form support ISO 9001:2015?

It provides a framework for addressing nonconformities and implementing corrective actions, directly supporting the requirements of ISO 9001:2015 clauses 10.2 (Nonconformity and corrective action) and 8.7 (Control of nonconforming outputs).