BS ISO 10002 – Complaints Handling Introduction

BS ISO 10002: 2018 provides a framework for effective complaint handling where external verification of such a system may be required. The Standard sets out a framework for planning, design and development of a well-structured complaints process based upon best in...

BS ISO 10002 – Complaints Handling
Creating the policy

Once the organisation has made the commitment to implement BS ISO 10002 Complaints Handling Standard one of the first key tasks is to create a complaints handling policy.The policy should ideally reflect outputs from the contextual issues surrounding the organisation....

BS ISO 10002 – Complaints Handling
Communication

For an effective complaints handling system such as BS ISO 10002 to operate effectively, the organisation must establish how it plans to communicate with its customers and stakeholders alike on its agreed methods of dissatisfaction handling.The executive team leading...