The lack of standardization of a complaint process in organizations can lead to reprocesses and delays in the management of customer and user requirements, thus affecting the reputation of the organization, incurring non-compliance with governmental or regulatory bodies, and even generating customer dissatisfaction. The purpose of this article is to present an improvement implementation based on the guidelines of the Colombian technical guide GTC-ISO 10002:2018: Quality management. Customer satisfaction. Guidelines for the treatment of complaints in organizations, and for the resolution of PQRSFD (petitions, complaints, claims, suggestions, congratulations and rights of petition), coming from the pharmaceutical establishments or drugstores of the organization, through the development of different tools that allow an improvement in efficiency and competitiveness.