Hi guys, I moved company back at the start of March and am really struggling to find my way in my new place. One of my main struggles is around the resolution of customer complaints. At my last company, I took the report from the customer directly I.e. the customer would be put through to me by the project manager when an issue was reported such as a defective part. I would then record the conplaint, contain it e.g. by sending a replacement part or an engineer to site to investigate, then do the root cause investigation etc. At my new place, the containment is being done or not by the project manager who then reports the issue to me to investigate (I have no interaction with the customer). My problem is that having not been involved since the report first came in I am struggling to stay on top of the detail and I don’t feel it is the best way to deal with these problems. Can I ask for peoples thoughts as to the best way to handle such issues? I was always very good at handling customer complaints and was told regularly by customers that they didn’t mind mistakes being made if it is quickly dealt with (which it always was and why customers were never left disatisfied). I don’t feel like the same can be said at my new company. I’m wandering whether I should ask management to put a system in place whereby such issues are reported directly to myself?