ISO 10002
A structured, customer-centred approach to handling complaints.
ISO 10002 gives an organisation a defined process for receiving, acknowledging, investigating, and resolving customer complaints — and, critically, for feeding what it learns back into how it operates. Rather than treating a complaint as a problem to close as fast as possible, the standard frames it as information: a signal about where a product, service, or process is genuinely falling short. Certification shows customers and regulators that complaints are handled consistently and fairly, with defined response times and an escalation path, rather than depending on whichever staff member happens to answer the phone.
How It Works
Tell us about your organisation and its scope — we review fit against the standard and respond with a clear, itemised quotation.
A documentation and readiness review confirming your management system is designed to meet the standard before any on-site assessment begins.
An on-site (or remote, where permitted) assessment of how the system actually operates in practice, checked against every applicable clause.
A reviewer who was not part of the audit team evaluates the findings and makes the certification decision — the impartiality safeguard behind every certificate we issue.
Your certificate is issued with a QR code for instant online verification, valid for three years subject to annual surveillance audits.
Indicative, not exhaustive — your auditor confirms the exact list for your scope during Stage 1.
A ISO 10002:2018 certificate is valid for three years from the date of issue, subject to annual surveillance audits that confirm the management system is still being maintained — not a one-time snapshot. Recertification before the three-year expiry keeps the certificate (and the QR-code verification behind it) current.