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BS ISO 10002:2014

Superseded
Superseded

A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.

View Superseded by
superseded

A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.

Quality management. Customer satisfaction. Guidelines for complaints handling in organizations
Available format(s)

Hardcopy , PDF

Superseded date

07-18-2018

Language(s)

English

Published date

08-31-2014

Publisher

British Standards Institution

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Superseded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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Hardcopy - English
PDF - English
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