Maintenance will be taking place for BSI Shop on Wednesday 22nd of November between 17:00 - 23:00 UK time. BSI Shop will be unavailable during this time. Please accept our apologies for any inconvenience caused during this essential maintenance work.

Complaints management

If your customers complain about your business and you don't handle that complaint properly imagine the impact it will have on your business. It could lose you customers and money.

This is why it's important that organizations gain valuable insight into complaints management and determine the root causes of problems. An effective system or process of recording and analysing complaints and how they were resolved can help. 

Our standards and publications will assist you in implementing such a process, as well as offering guidance on areas such as improving customer loyalty.

Key standards for handling customer complaints and improving customer loyalty:

BS EN 15838:2009
Customer contact centres. Requirements for service provision

BS 8477:2007
Code of practice for customer service

BS 18477:2010
Inclusive service provision. Requirements for identifying and responding to consumer vulnerability

BS ISO 10002:2004
Quality management. Customer satisfaction. Guidelines for complaints handling in organizations 
BS ISO 10003:2007
Quality management. Customer satisfaction. Guidelines for dispute resolution external to organizations

BS EN 14012:2008
Postal services. Quality of service. Complaints handling principles

Key supporting guidance books for handling customer complaints and improving customer loyalty:

Managing Complaints


Complaints management. Turning negatives into positives
Author: Michael Hill


This book is a useful reference for anyone wanting to improve the effectiveness of customer complaint processes and systems. It draws on case studies from a variety of sectors, such as financial services, healthcare, not-for-profit, utilities, and the travel industry to present you with opportunities to reflect on good practice.

Read more and buy

Also available as a pack of the book and the key standards BS ISO 10002and BS ISO 10003

Read more and buy

 Your basket
Your basket is empty