ISO 10002 Complaints Handling — Customer Satisfaction
Confirms that customer complaints are properly received, handled and used to improve, rather than being hidden.
ITS own scheme
This standard is not covered by our IAS or UAF accreditation scopes. ITS certifies it under its own scheme. See our accreditations →
Who this is for
- Retail, service and financial businesses dealing directly with consumers
- Organisations operating a customer service or call centre
- Bodies subject to consumer-related assessment
What certification gives you
Complaints are resolved before they become disputes or litigation
Recurring causes are identified and the product or service is corrected
Customer trust and repeat business improve