BS 8543 sets out good practice for a complaint-handling process, including planning, design, operation, maintenance and improvement.
No organization wants to receive complaints. In today’s world making a complaint, however small, is easier than ever, particularly through social media. A research survey published by BSI in 2014 showed that over 20% of people had used social media to complain about service and around one third (33.1%) of respondents had changed service provider due to poor handling of complaints.
BS 8543 provides you with guidelines for putting in place your own complaints management system helping you to identify complaints, their cause and also how to deal with them efficiently and effectively in order to benefit your organization, your customers and the complainants.