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. It should be developed by senior management and endorsed by the CEO.

The policy should consider the industry norms and stated requirements, levels of expectation, transparency, maintenance of confidentiality and appropriateness of investigation with defined resolutions.

The policy should also address wider stakeholder needs and where relevant any statutory requirements.

Financial and operational issues should be defined within the BS ISO 10002 policy and this should be included within training and awareness programmes for all new staff.

The complaints policy should be publicly available and should ideally be version controlled and dated for future inspection.

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