BS ISO 10002:2014
Superseded
A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
View Superseded by
Quality management. Customer satisfaction. Guidelines for complaints handling in organizations
Hardcopy , PDF
18-07-2018
English
31-08-2014
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Guiding principles
5 Complaints-handling framework
6 Planning and design
7 Operation of complaints-handling process
8 Maintenance and improvement
Annex A (informative) - Guidance for small businesses
Annex B (informative) - Form for complainant
Annex C (informative) - Objectivity
Annex D (informative) - Complaint follow-up form
Annex E (informative) - Responses
Annex F (informative) - Escalation flowchart
Annex G (informative) - Continual monitoring
Annex H (informative) - Audit
Bibliography
Gives guidance for the design and implementation of an effective and efficient complaints-handling process for all types of commercial or non-commercial activities, including those related to electronic commerce.
| Committee |
SVS/0
|
| DevelopmentNote |
Supersedes BS 8600(1999) and 03/103789 DC. (08/2004)
|
| DocumentType |
Standard
|
| Pages |
40
|
| PublisherName |
British Standards Institution
|
| Status |
Superseded
|
| SupersededBy | |
| Supersedes |
| Standards | Relationship |
| ISO 10002:2014 | Identical |
| 06/30127881 DC : DRAFT FEB 2006 | BS 8549 - CODE OF PRACTICE FOR SECURITY CONSULTANCY |
| 16/30328858 DC : 0 | BS 7960 - DOOR SUPERVISORS - CODE OF PRACTICE |
| BS 8543:2015 | Complaint handling in organizations. Specification |
| BS 8538:2011 | Specification for the provision of services relating to the commercialization of intellectual property rights |
| BS 10125(2014) : 2014 | AUTOMOTIVE SERVICES - SPECIFICATION FOR VEHICLE DAMAGE REPAIR PROCESSES |
| 15/30294328 DC : 0 | BS 8543 - COMPLAINTS HANDLING IN ORGANIZATIONS - SPECIFICATION |
| 13/30271050 DC : 0 | BS 102000 - CODE OF PRACTICE FOR THE PROVISION OF INVESTIGATIVE SERVICES |
| BS 7984-2:2014 | Keyholding and response services Lone worker response services |
| BS 7958:2015 | Closed circuit television (CCTV). Management and operation. Code of practice |
| BS 8406:2009 | Event stewarding and crowd safety. Code of practice |
| BS 7960:2005 | Door supervisors. Code of practice |
| BS 7960:2016 | Door supervision. Code of practice |
| BS 7958:2009 | Closed circuit television (CCTV). Management and operation. Code of practice |
| BS 8507-1:2008 | Code of practice for close protection services Services within the United Kingdom |
| 08/30179150 DC : DRAFT SEP 2008 | BS 7958 - CLOSED-CIRCUIT TELEVISION (CCTV) - MANAGEMENT AND OPERATION - CODE OF PRACTICE |
| BS 8549:2006 | Security consultancy. Code of practice |
| 11/30238815 DC : 0 | BS 7872 - MANNED SECURITY SERVICES - CASH-IN-TRANSIT SERVICES (COLLECTION AND DELIVERY) - CODE OF PRACTICE |
| 16/30326057 DC : 0 | BS 8549 - SECURITY CONSULTANCY CODE OF PRACTICE |
| BS 18477:2010 | Inclusive service provision. Requirements for identifying and responding to consumer vulnerability |
| 06/30137879 DC : DRAFT APR 2006 | BS 8477 - CUSTOMER SATISFACTION - CODE OF PRACTICE FOR CUSTOMER SERVICE |
| BS 7984:2008 | Keyholding and response services. Code of practice |
| BS 7872:2011 | Manned security services. Cash and valuables in transit services (collection and delivery). Code of practice |
| BS 8477:2014 | Code of practice for customer service |
| BS 8507-2:2009 | Code of practice for close protection services Services outside the United Kingdom |
| 15/30324695 DC : 0 | BS 7984-1 - KEYHOLDING AND RESPONSE SERVICES - PART 1: GENERAL RECOMMENDATIONS FOR KEYHOLDING AND RESPONSE SERVICES |
| BIP 2208 : 2010 | CUSTOMER SERVICES COLLECTION - QUALITY SERVICE - COMPETITIVE BUSINESS, AND THE STANDARDS BS 8477, BS ISO 10001 AND BS ISO 10002 |
| BS 7373-3:2005 | Product specifications Guide to identifying criteria for specifying a service offering |
| 14/30288995 DC : 0 | BS 7984-2 - KEYHOLDING AND RESPONSE SERVICES - PART 2: LONE WORKER RESPONSE SERVICE |
| BS PAS 8401(2014) : 2014 | IMPLEMENTING AN INSIDE SALES MANAGEMENT METHODOLOGY - GUIDE |
| BS 8477:2007 | Code of practice for customer service |
| BS 8577:2012 | Framework for the provision of financial advice and planning services. Specification |
| BS 8463(2005) : 2005 | SPECIFICATION FOR CUSTOMER BILLING PRACTICE |
| 13/30270857 DC : 0 | BS 8477 - CODE OF PRACTICE FOR CUSTOMER SERVICE |
| 09/30194296 DC : 0 | BS 8406 - EVENT STEWARDING AND CROWD SAFETY SERVICES - CODE OF PRACTICE |
| BS 7984-1:2016 | Keyholding and response services General recommendations for keyholding and response services |
| BS 8454:2006 | Code of practice for the delivery of training and education for work at height and rescue |
| BS 8453:2011 | Compliance framework for regulated financial services firms. Specification |
| 09/30180590 DC : 0 | BS 8507-2 - CODE OF PRACTICE FOR CLOSE PROTECTION SERVICES - PART 2: SERVICES OUTSIDE OF THE UNITED KINGDOM |
| BIP 2211 : 2012 | COMPLAINTS MANAGEMENT - TURNING NEGATIVES INTO POSITIVES |
| BS 102000:2013 | Code of practice for the provision of investigative services |
| 08/30163414 DC : DRAFT MAR 2008 | BS 8507-1 - CODE OF PRACTICE FOR CLOSE PROTECTION SERVICES - PART 1: SERVICES WITHIN THE UNITED KINGDOM |
| BS 7958:2005 | Closed-circuit television (CCTV). Management and operation. Code of practice |
| BS 7499:2013 | Static site guarding and mobile patrol service. Code of practice |
| ISO 10001:2007 | Quality management Customer satisfaction Guidelines for codes of conduct for organizations |
| ISO 19011:2011 | Guidelines for auditing management systems |
| ISO 10004:2012 | Quality management Customer satisfaction Guidelines for monitoring and measuring |
| ISO 10003:2007 | Quality management Customer satisfaction Guidelines for dispute resolution external to organizations |
| ISO 9004:2009 | Managing for the sustained success of an organization A quality management approach |
| ISO 9001:2015 | Quality management systems — Requirements |
| ISO/IEC Guide 71:2014 | Guide for addressing accessibility in standards |
| ISO 9000:2015 | Quality management systems — Fundamentals and vocabulary |
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