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  • BS ISO 10002:2014

    View superseded by
    Superseded A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.
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    Quality management. Customer satisfaction. Guidelines for complaints handling in organizations

    Available format(s):  Hardcopy, PDF

    Superseded date:  18-07-2018

    Language(s):  English

    Published date:  31-08-2014

    Publisher:  British Standards Institution

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    Table of Contents - (Show below) - (Hide below)

    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

    Abstract - (Show below) - (Hide below)

    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.

    General Product Information - (Show below) - (Hide below)

    Committee SVS/0
    Development Note Supersedes BS 8600(1999) and 03/103789 DC. (08/2004)
    Document Type Standard
    Publisher British Standards Institution
    Status Superseded
    Superseded By
    Supersedes

    Standards Referenced By This Book - (Show below) - (Hide below)

    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

    Standards Referencing This Book - (Show below) - (Hide below)

    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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