Falcon Stars Group Ltd | FSG-POL-CC | Version 1.0
Effective: 2 October 2026 | Next review: 2 October 2027
Policy owner: Managing Director
Falcon Stars Group Ltd welcomes feedback and will handle complaints fairly, promptly and respectfully. This policy covers concerns about our products, orders and services. It supports our controlled procedure PR-007 for nonconforming outputs, complaints and corrective action.
Email adnan@falconstars.co.uk with your name, preferred contact details, order or invoice reference, a description of the issue and the outcome you are seeking. Where relevant, include the product name and batch, serial or other traceability reference. Provide useful photographs or documents, but avoid sending unnecessary patient or sensitive personal information.
Tell us immediately if the issue may involve injury, a safety defect, counterfeit product, sterility or a recall. Do not wait for the routine complaint process if there is a risk to health. Follow applicable manufacturer safety instructions and your organisation's clinical and incident-reporting procedures. Our complaints email is not an emergency or clinical advice service.
We will acknowledge the complaint promptly, record a reference and assess its seriousness. We may request further information and coordinate with the manufacturer or relevant provider. Where necessary we will contain the issue, such as holding affected supply, while it is investigated. We will explain the next steps and an expected response timescale appropriate to the issue, and provide updates if this changes.
We will communicate the findings and proposed action. Depending on the facts, contract and applicable rights, this may involve correction, replacement, return or another appropriate remedy. If you remain dissatisfied, reply with the complaint reference and reasons and request a review by the Managing Director; independent input will be sought where appropriate. We will explain our reviewed position and any relevant next steps. Nothing in this policy restricts statutory rights or access to an appropriate external route.
Complaint information will be handled securely and shared only where needed to investigate, resolve or meet legal duties. We will record actions, check completion and review trends so that recurring problems lead to improvements.
Controlled procedure: PR-007 Nonconforming Outputs, Complaints and CAPA. Related policy: Product Safety and Recall.
Reviewed at least annually and following significant changes or relevant incidents. Initial issue: Version 1.0, 2 October 2026.
Approved on behalf of Falcon Stars Group Ltd
Adnan Aslam, Managing Director
2 October 2026. The signed policy is available in the PDF above.