Justified or not – customer complaints are an unwelcome aspect of business for any organization in the manufacturing or service industry. By implementing a suitable process for handling complaints, however, you can turn a complainant into a satisfied customer. Guideline ISO 10002 provides your organization with guidance on how best to design this process – and we can offer you the corresponding audit and a Confirmation of Conformity, subject to maturity level. The aim of the Guideline is a complaint management system with beneficial effects for both parties: your products and services improve in quality through feedback, and your company image improves because you pay attention to your customers. In advance of any complaints, Guideline ISO 10002 offers a useful code of conduct. It elaborates at length how to implement and maintain an effective complaint management process. Find out what you can do when there is no immediate resolution.