Complaints Policy & Access
Define accessible channels, responsibilities, expectations and customer communication standards.
ISO 10002:2018 · Customer Complaints
Design, implement and improve customer complaints handling aligned with ISO 10002 guidelines, including opportunities for workflow automation.
What we do
Move beyond unmanaged inboxes and spreadsheets with clear receipt, acknowledgment, assessment, allocation, escalation, response, closure, records and trend analysis.
Specific deliverables
Define accessible channels, responsibilities, expectations and customer communication standards.
Specify complaint categories, ownership, status, due dates and evidence requirements.
Clarify investigation, response, decisions, escalations and customer outcomes.
Link recurring causes to corrective actions, process updates and effectiveness checks.
Monitor complaint volumes, aging, recurring themes, resolution times and management actions.
Assess fit-for-purpose tools for acknowledgments, reminders, routing and management reporting.
Flexible system maintenance · No Lock-In
You choose when to engage TNEC — and when not to.
Our ongoing ISO and IMS maintenance support is available at an agreed day rate, scoped to the assistance you actually need. No compulsory monthly maintenance subscription or long-term support contract. Your procedures, registers, records and management system remain under your organisation's control. We make it easy for your team to operate independently, with specialist support available as needed.
A separately agreed implementation project or booked service has its own written scope, fees and cancellation terms. “No Lock-In” refers to optional ongoing maintenance support, not a waiver of agreed project commitments.
Request Flexible Support ↗Tell us your business size, current system status and target outcome. We will outline the right scope and a practical engagement model.