ISO 10002:2014


The Complaints Management standard helps organizations of all types to identify, manage and understand how successfully they deal with their customer’s complaints.

The Complaints Management Scheme can apply to organizations of all sizes, in the private, public and voluntary sectors, regardless of the nature of their activities or the nature of the business. The Complaints Management Scheme specifies the key requirements for handling customer complaints successfully and includes complaints management controls to help you address  customer dissatisfaction in a satisfying way within your business