Table of Contents

Foreword<br>Introduction<br>1 Scope<br>2 Terms and definitions<br>3 General principles<br>4 Complaint-handling framework<br>5 Planning and design<br>6 Operation of the complaint-handling system<br>7 Maintenance and improvement<br>Annexes<br>Annex A (informative) - Objectivity<br>Annex B (informative) - Unacceptable and <br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;unreasonable behaviours<br>Annex C (informative) - Responsibilities and <br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;authorities of complaint-handling roles<br>Annex D (informative) - Accessibility<br>Annex E (informative) - Effective apologies, <br>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;remedies and options for redress<br>Annex F (informative) - Maintenance and improvement<br>Bibliography

Abstract

Describes requirements for a complaint-handling process, including planning, design, operation, maintenance and improvement.

General Product Information

Published
Document Type	Standard
Status	Current
Publisher	British Standards Institution
Pages
ISBN
Committee	SVS/0/4
Supersedes	15/30294328 DC : 0