In the event you are not happy with specific goods or services you receive, you should first of all bring this to your suppliers attention. You will typically do this via the normal technical and/or commercial communication channels that have been established. Your supplier is obliged to investigate your complaint and should take appropriate actions to avoid or reduce the chances of it happening again.
If, however, you are dissatisfied with the overall performance of your supplier (for example if they continue to provide nonconforming products, do not address your complaints, or are not taking appropriate corrective action). then this is an indication of problems in their quality management system . Depending on the responses you receive, you should be aware that you can escalate your complaint via the steps described below.
If your supplier has a QMS that meets ISO 9001 requirements, they are required to have nominated a person the management representative with the responsibility and authority to ensure the system is working properly. You should find out who this is, and make a formal complaint.
If you are still not satisfied with the response from your supplier, and if they are certified by an independent (third party) certification body (registrar), you should bring the matter to the certification bodys attention. You can find the certification bodys name by looking at your suppliers certificate. The certification body will investigate the problems during their surveillance audits of your suppliers QMS, or, in critical cases, may decide to carry out an additional specific investigation.
If you do not receive a satisfactory response from the certification body, and if it is accredited
If you feel that you have not received a satisfactory response from the accreditation body, and if it is a member of the International Accreditation Forum , you can complain to the IAF ( ).
Remember that none of the above will affect your statutory rights as a purchaser and it may be appropriate to take legal action against your supplier instead of, or in parallel with, the above channels. The way in which you do this may vary from one country to another.