Client Feedback Log

5. Client Feedback & Complaints Log

Document Name: Client Feedback & Complaints Log
Version: 1.0
Approved by: Directors, Immercial Limited
Review Frequency: Ongoing / Annual summary via Management Review

5.1 Purpose

This document defines how Immercial Limited records, reviews, and responds to client feedback and complaints in support of continual improvement and ISO 9001 requirements.

Client feedback is treated as a key input into service improvement, risk awareness, and quality assurance.

5.2 Scope

This log applies to:

• All client engagements

• Feedback received formally or informally

• Complaints, concerns, or service observations

• Positive feedback where relevant

5.3 Feedback & Complaint Handling Approach

• Feedback may be received via email, meetings, platform interaction, or direct communication.

• All feedback and complaints are recorded in a simple, controlled log.

• Complaints are assessed proportionately based on severity and impact.

• Corrective actions are identified where required.

• Outcomes are reviewed to ensure resolution.

Where no complaints are received within a review period, this is recorded accordingly.

5.4 Log Structure (Record Format)

The Client Feedback & Complaints Log is maintained as a spreadsheet and includes, as a minimum:

• Date received

• Client / project reference

• Nature of feedback or complaint

• Category (feedback / complaint)

• Impact assessment (low / medium / high)

• Action taken

• Resolution status

• Review date

5.5 Responsibility

Senior management is responsible for:

• Reviewing feedback and complaints

• Approving corrective actions where required

• Ensuring appropriate resolution

• Using feedback as an input to management review

5.6 Records & Evidence

The completed log itself forms the primary record and evidence of compliance. Where relevant, supporting correspondence or notes may be retained alongside the log.

5.7 Review & Improvement

Feedback trends and complaint outcomes are reviewed as part of the annual Management Review to identify improvement opportunities.