MasterControl Customer Complaints

C tier on Complaint Management SoftwareScore 5.8 · #14 of 25

Android app: Not listed
Free plan: No
Runs on: Web

mastercontrol.com

Summary

MasterControl Customer Complaints automates and manages complaint processes for regulated businesses, including pharmaceutical and other life-sciences manufacturers. Its web-based suite connects employees, customers, suppliers, and other participants regardless of location. A pre-configured, multi-page form guides complaints through processing, internal investigation, and resolution. The software automates notifications, follow-ups, and escalation of overdue assignments, while external links connect complaint handling with other systems, corrective actions, and adverse-event handling. An optional CAPA integration can escalate serious quality problems. Reporting covers complaint summaries, complaints in process, categories by type, product, or department, and trends. The solution includes the FDA MedWatch 3500A form for mandatory adverse-event reporting, as well as a time-stamped audit trail and centralized document repository. MasterControl says the product helps manufacturers meet ISO quality standards. Pricing is on request; listed packaging includes selectable modules and named-user licensing. End users seeking support are directed to their system administrator.

Who it is for

MasterControl Customer Complaints suits regulated companies that need structured complaint intake, investigation, resolution, and reporting. Its stated positioning includes pharmaceutical and other life-sciences manufacturers.

What is good

Automates overdue-assignment notifications and escalations
Includes the FDA MedWatch 3500A form
Provides time-stamped electronic-record audit trails
Reports cover complaint trends and categories

What to know first

Pricing is available on request
End users must contact their system administrator for support
CAPA integration is optional

Verdict

MasterControl Customer Complaints focuses on controlled complaint workflows, reporting, and records for regulated businesses. Consider whether its selectable modules and support route fit your organization, and request pricing directly.

MasterControl Customer Complaints plans and pricing

All plans

MasterControl solutions Not published pre-configured/pre-validated or flexible enterprise packages · selectable modules · named-user licensing mastercontrol.com · 1 Oct 2026

Compared on complaint management software

Free plan: Nomastercontrol.com
Intake channels: omnichannelmastercontrol.com
Workflow automation: Yesmastercontrol.com
Escalation rules: Yesmastercontrol.com
Investigation tools: Yesmastercontrol.com
SLA tracking: Yesmastercontrol.com
Reporting depth: custommastercontrol.com

Facts

Purpose: MasterControl Customer Complaints automates and manages customer complaint processes for regulated businesses.mastercontrol.com · 1 Oct 2026
Web access: The customer complaints suite is web-based and connects employees, customers, suppliers and other participants regardless of location.mastercontrol.com · 1 Oct 2026
Workflow: A pre-configured multi-page form moves complaints through processing, internal investigation and resolution.mastercontrol.com · 1 Oct 2026
Automation: The software automates notifications, follow-ups and escalation of overdue assignments.mastercontrol.com · 1 Oct 2026
Integrations: External links connect complaint handling with other computer systems, corrective actions and adverse-event handling.mastercontrol.com · 1 Oct 2026
CAPA: An optional CAPA integration can automatically escalate serious quality problems.mastercontrol.com · 1 Oct 2026
Reporting: Customizable reports cover complaint summaries, in-process complaints, categorization by type/product/department and trend analysis.mastercontrol.com · 1 Oct 2026
MedWatch: The solution includes the FDA MedWatch 3500A form for mandatory adverse-event reporting.mastercontrol.com · 1 Oct 2026
Audit trail: It provides a secure, time-stamped audit trail documenting who created or modified electronic records, when and what changed, as required by 21 CFR Part 11.mastercontrol.com · 1 Oct 2026
Repository: Complaint documents are stored in a secure, centralized repository for search and retrieval during FDA inspections or ISO audits.mastercontrol.com · 1 Oct 2026
Compliance: MasterControl says the solution helps manufacturers attain and sustain compliance with ISO quality standards.mastercontrol.com · 1 Oct 2026
Support: End users seeking customer support are directed to contact their system administrator, while MasterControl system administrators can log in to the support portal.mastercontrol.com · 1 Oct 2026
Pricing model: MasterControl says pricing is tailored to the organization and asks prospective customers to contact representatives.mastercontrol.com · 1 Oct 2026
Target customers: The product is positioned for regulated companies, including pharmaceutical and other life-sciences manufacturers.mastercontrol.com · 1 Oct 2026
Security standards: MasterControl states its platform adheres to standards including ISO 27001, ISO 27017, ISO 27701 and ISO 42001, where applicable.mastercontrol.com · 1 Oct 2026