A formal complaints-handling framework that protects relationships and turns complaints into improvement signals.
ISO 10002 sets out how to design and operate an effective complaints-handling process. Done well, it protects customer relationships, surfaces real problems early, and gives staff clear authority to resolve issues without escalation. Often paired with ISO 9001 to close the customer-feedback loop.
We map how complaints actually move through the business today - including the unofficial paths.
Build a complaints policy, intake process, escalation paths and reporting that fit the shape of the business.
Two-stage audit verifying both the documented process and the lived practice.
Annual surveillance with focus on what the complaints data is saying - and acting on it.
Service-led businesses, professional services, regulated industries (health, finance, utilities) and anyone whose customer relationships are a strategic asset.
Often that’s a sign people aren’t bothering to tell you. A real system surfaces issues early, when they’re still cheap to fix.
Yes - though they pair naturally. Many clients certify both in a single combined audit.
No. It requires complaints are handled properly internally - there's no public disclosure obligation.