What You Can Report
- Damaged products or compromised containers
- Packaging, labelling or printing issues
- Visible particles, discolouration or clarity concerns
- Suspected sterility or integrity issues
- Delivery damage, shortages or documentation errors
How to Submit a Complaint
Send details to contact@tjlhealthcare.com or via WhatsApp +44 7403 069214. Please include the product name, batch number, expiry date, quantity affected, photographs where possible and a description of the issue. Retain the affected product until our team advises on return or disposal.
Investigation Procedure
- Acknowledgement of your complaint within one business day
- Batch record and retained-sample review by Quality Assurance
- Laboratory analysis where required
- Root cause determination and corrective/preventive action (CAPA)
- Written response with investigation outcome
Escalation
If an investigation indicates a potential patient safety risk or a batch-wide defect, the issue is escalated immediately under our Returns & Product Recall Policy and reported to relevant authorities where required.
Questions about this policy?
Our team responds to all policy and compliance enquiries within one business day.
contact@tjlhealthcare.com