BS 8543:2015 - Complaint handling in organizations. Specification
Today’s organizations need a process whereby they can manage complaints efficiently and effectively. This should be done in such a way that the organization, its customers and its complainants all benefit.
To fulfil this need, a new British Standard has been written by a group of complaint management experts and is the first fully updated standard in this area for some time.
Who is the standard for?
With the spotlight in recent years on the mishandling of customer complaints and the fines levied, any customer-facing organization could benefit from having an effective and efficient procedure in place which reflects the needs of both the organizations supplying products and services and those who are the recipients of those products and services.
Therefore BS 8543 is relevant to all markets that provide products or services to consumers through any channel, such as local authorities, banks, the NHS, utility companies, retailers etc.
What does the standard cover?
BS 8543 specifies requirements for a complaint-handling process including planning, design, operation, maintenance and improvement. It provides a specification for the design and implementation of an effective and efficient complaint-handling process for all types of commercial or non-commercial activities.
The standard reflects that if complaints are properly handled and managed an organization can improve its reputation, enhance customer satisfaction, build customer loyalty and retain customers.
Additional benefits from implementation of the process described in BS 8543:
- Create a customer-focused approach to resolving complaints
- Encourage personnel to improve their skills in working with customers
- Improve competitiveness
- Help reduce the number of complaints
'British Standards has managed to create a complaints handling document which transcends sectors and applies to any organization that regularly interacts with the public, which is no easy task.'
Fundraising Standards Board