Justified or not – customer complaints happen to organizations in the manufacturing or service industry, and they can happen to you. 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 to design this process best – and we can offer you the matching 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.