Complaints & Records

You must have a process to manage internal and external complaints.

This includes a system to record all issues, investigations and follow up actions.

You need to keep records which relate to your contracting activities and systems for a minimum of 7 years.

Your records can be electronic and/or paper.

You need to ensure you have a procedure in place to manage and control your records.

This means making sure you have the most up to date version of your documents accessible for inspection. This can be achieved through version control by number or date.

As your records must be held for a minimum of 7 years, you must ensure they are stored safely and securely. If records are held offsite, you need to be able to retrieve and present them at your inspection.


For more details, including all principles and criteria, please refer to the “Am I Ready?” checklist.

Where GRASP is a part of your inspection scope, you will be assessed under section 3 Complaints Process.