I have a running dispute with a certain well known contact lens solution manufacturer regarding a product recall. They claim a 7 day response to all product recall claims but failed by over 3 weeks to achieve this on my claim. I cheekily questioned if they would be raising this as a deviation in their QMS, and when I didn’t receive an answer for another 4 weeks, I decided to make a formal complaint. I have now been advised by their customer services team they have no formal customer complaint procedure!
I wonder then if the company is regulated as I understood contact lenses and solutions are classed as medical devices, so should be manufactured under GMP and they should have a suitable QMS in place.