• Complaints, deviations and audit findings captured in one place and linked to batches and products.
• Triage with severity, so serious issues are escalated quickly.
• Root cause investigation with the batch, lot and supplier data to hand.
• Corrective and preventive actions with owners, due dates and effectiveness checks.
• Trends across complaints and deviations, so repeat issues are visible.
• Customer responses drafted from the investigation, reviewed before sending.
• A full history for audits and management review.
• Links to specifications, formulas and training when an action changes them.

Complaints arrive by email, get logged in a spreadsheet and are investigated by pulling batch records from another system. Trends go unnoticed because nothing connects complaint number 12 with complaint number 40 on the same raw material lot.

ISO 22716 and GMP guidance expect documented investigation, root cause, corrective action and a check that the action worked. Auditors look for the link between the issue and the fix.

Complaints and deviations open against the batch, so the lots, formula and release record are already attached. Willow groups related issues, drafts the investigation summary and suggests actions for the quality team to decide on.

A retailer reports that a lotion is separating on shelf. The complaint is logged against the product and batch, and the investigation opens with the batch record, raw material lots and stability data already attached.

The trace shows a change of emulsifier supplier two months earlier, and two other complaints for batches made since. A corrective action is raised to review the emulsifier specification, and a preventive action adds a check at incoming inspection. Willow drafts the customer response from the investigation notes, and quality approves it before it's sent.

Worldover supports GMP and ISO 22716 quality processes for chemicals and cosmetics companies, with complaints and CAPA linked to the batch, formula and supplier data they depend on.

It isn't marketed as a validated quality system for medical devices or medicinal products. If you operate under those regulations, we'll be clear about what's in scope before you commit.