FDA Pharmacovigilance Regulations and SOP´s

Hi, I´m working in a homeopathic firm, and I would like to know if you can help me out regarding on what regulations are to follow in pharmacovigilance or adverse effects. Every customer complaint regarding adverse effect must be reported in Medwatch or it depends on the severity of the case?
In case is a minor adverse effect, what procedures do we have to follow: customer complaint or it should be a specific SOP for pharmacovigilance?
What is the correct process to follow?