Customer complaints handling with ISO 10002: from receipt to closure

2 October 2026 · 2 dk okuma · ISO 10002 · Şikâyet

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Receiving complaints, acknowledgement, investigation, response, closure and analysis following the ISO 10002 approach, with attention to personal data protection.

Every complaint is a moment when the customer gives you a second chance. A well-run complaints process wins customers back and drives lasting improvement. ISO 10002 is a guidance standard for complaints handling and can be used together with ISO 9001.

Key principles

• Accessibility: customers can raise complaints easily
• Responsiveness: complaints are acknowledged without delay
• Objectivity: each complaint is assessed without bias
• Confidentiality: the complainant's personal data is protected
• Accountability: the process and decisions are recorded

Process steps

1. Receipt: record channel, date, customer and subject
2. Acknowledgement: tell the customer the complaint was received and how it will be handled
3. Initial assessment: severity, urgency and possible impact
4. Investigation: determine the root cause and, if needed, corrective action
5. Response: communicate the proposed resolution
6. Closure: close with the customer's feedback
7. Analysis: review trends regularly

From complaint to corrective action

Not every complaint needs corrective action, but recurring or serious complaints should be linked to corrective action with root cause analysis. The link between complaint and corrective action provides traceability in audits.

Mind personal data

Complaint records contain personal data such as names, phone numbers and email addresses. Only authorised people should access it, other users should see it masked, and a retention period should be defined. Work with your own legal adviser on the applicable legal requirements.

Complaints handling in QMOS

In QMOS a complaint moves through acknowledgement, investigation, resolution, response and closure, with each step assigned as a task. The complainant's contact details are visible only to authorised roles and masked for others. A corrective action can be opened directly from the complaint.