This British Standard specifies requirements for a complaint-handling process, including planning, design, operation, maintenance and improvement. The complaint-handling process is suitable for use as one of the processes of an overall quality management system. This British Standard specifies the following aspects of handling and managing complaints: enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints identified, and enhancing the organization’s ability to improve its customer service; involving top management and commitment through adequate acquisition and deployment of resources, including personnel training; recognizing and addressing the needs and expectations of complainants; providing complainants with an open, effective and easy-to-use complaints process; analysing and evaluating complaints to improve products, services and customer service quality; auditing of the complaint-handling process; reviewing and improving the effectiveness and efficiency of the complaint-handling process; publicizing anonymized learning that has been implemented from complaints and other feedback. This British Standard covers complaints made through any contact channel and is intended for use by organizations of all sizes and in all sectors. It includes complaints from any customer or user of the service, including businesses. This British Standard does not apply to disputes that are referred for resolution outside the organization or for employment-related disputes.