DIN EN ISO 10002 — Complaints handling
ISO 10002 provides guidelines for systematic complaints handling. It helps companies manage complaints in a structured way and use them to improve customer satisfaction.
What does the standard cover?
The standard describes how to record, handle and analyse complaints, from receipt through to resolution. It can be used as a standalone guide or fully integrated into an existing quality management system so complaint data systematically feeds into continual improvement.
Who is the standard relevant to?
- Companies seeking structured rather than ad hoc complaints handling
- Quality managers seeking measurable improvements in customer satisfaction
- Businesses with ISO 9001 systems seeking to integrate complaints handling effectively
Our services
Developing a complaints handling process
We define reporting channels, responsibilities and response deadlines for incoming complaints, with clear processes for customers and the team.
Integration into the existing quality management system
We integrate complaints handling with your ISO 9001 system so complaints automatically feed into management reviews.
Evaluation and trend analysis
We regularly analyse complaint data and derive practical improvements for products and processes.
The certification process
- 1Analysis of existing complaints handling
- 2Defining reporting channels and response deadlines
- 3Integration into the quality management system
- 4Ongoing analysis and development of improvement measures
DIN EN ISO 10002 implementation in your business
We assess your current maturity and draw up a realistic roadmap, free of charge and without obligation.
Request advice