BS 10002 – Complaints Handling

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 class requirements.

The Standard can be used by any organisation whether regulated or not and has been formulated to easily integrated around the modern Annex SL approach.

Organisations that handle large amounts of consumer traffic are bound to generate complaints from customers with a wide range of expectations. The Standard sets out a framework of commitment within the organisation to manage complaints. In addition, the context of the entity and why its stakeholders require BS ISO 10002 must be defined.

 BS ISO 10002 should be designed to address the requirements of all parties, delivering sound resolutions and outcomes.

 Clear complaints objectives are required, which must be measurable and reported to the BS ISO 10002 management review meeting.

 Operational processes must be established to ensure that complaints are properly received, acknowledged, assessed, investigated, and responded to in a timely manner.

 By adopting BS ISO 10002: 2018 your organisation can be confident that it has aligned its activities with best in class arrangements. The Standard can be assessed by a UKAS approved certification body for added endorsement.

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

 Marcus has twenty years’ experience in delivering Governance, Risk and Compliance solutions to over two hundred organisations within the UK. Marcus holds the respected Diploma in Governance, Risk and Compliance from the International Compliance Association and holds a master’s degree in Management Learning & Change from the University of Bristol.