The article presents a complaint handling system as a specific element of customer relations within the common area of logistics and quality management. Using the example of a selected industrial company, a quantitative analysis of complaints was made, paying attention to some aspects of logistics that influence contemporary quality management in industrial companies. Particular attention was paid to the complaint handling system, customer relations, and material and information flow processes. The main aim of the paper is to highlight the role of complaints as an element of producer communication with the market and to draw attention to the differences resulting from the customer categories.

The article presents an analysis of the quality of semifinished products delivered to a well-known automotive company by over a dozen domestic and foreign suppliers. The monthly percentage distribution of each supplier's share in the tested batch (about 4 million items) and the percentage share of non-compliance disclosed by the recipient for the main suppliers in the examined period is presented In the following, the disclosed non-compliances were divided into basic (most numerous) categories and their division by key suppliers was presented. This analysis allowed to see some kind of a phenomena that can be improved by a more comprehensive look at the whole group of suppliers.