How a complaint about material is answered. With data, and with a remedy that does not depend on trusting us.
Document control
Document reference
LZ-SOP-QA-05
Revision
2
Effective from
July 31, 2026
Next review due
July 28, 2027
Document owner
Quality Assurance
Covers
Complaints handled transparently
Provisions
Every complaint is logged against the lot it concerns and acknowledged to the complainant
A complaint alleging an analytical failure is assessed against the retained sample and the published certificate
If an independent assay of a customer's lot returns a purity below the published figure for that batch, the order is reshipped free
Complaints are assessed for a wider cause under the corrective action procedure
The outcome is communicated to the complainant, whether or not it is in our favour
Scope. This document forms part of the Lyze Labs quality system and applies to
research reference material supplied for in vitro laboratory use. It is not a
marketing authorisation, a regulatory approval, or a claim that material may be used
in humans.
Document control. LZ-SOP-QA-05 is an internal controlled document reference in
the Lyze Labs namespace. It is not an accreditation or certification number issued by
an external body. A superseded revision is archived rather than destroyed, so what was
in force on any given date can be established.