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 the BS ISO 10002 programme need to ensure that the following

are clearly established:

 How a complaint can be made

 Where a compliant should be made

 What information is required

 Any regulatory requirements that must be observed

 Time periods for complaint management

 Key stages of the process

 Remedial activity and resolution

 Feedback and escalation activities

The above is best articulated in a clearly defined organisational policy and short process diagram, avoiding jargon and complexity. This should be clearly visible on the organisation’s

website or similar medium.

For further information and to book your BS ISO 10002 survey please contact: Marcus J Allen at Thamer James Ltd. Email: