ISO 10002-2018 Management System
ISO 10002-2018 Management System
A complaint arrives; what happens next should look the same every time, whoever receives it.
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Written by practising auditors with 20+ years in the field.
By document type
| Category | Files |
|---|---|
| Manuals | 1 |
| Policies | 1 |
| Procedures & SOPs | 6 |
| Plans & Programmes | 2 |
| Forms & Records | 11 |
| Checklists & Audit Tools | 1 |
| Registers, Logs & Matrices | 4 |
| Job Descriptions & Organisation | 1 |
| Training & Awareness | 4 |
| Tools & Workbooks | 7 |
Key documents
| Document | Format |
|---|---|
| AGS QM-01 Quality Manual | Word |
| 00 Policy-01 Complaints Handling Policy | Word |
| 06 PRO-SYS-08 Complaint Handling | Word |
| 01 PRO-SYS-02 Corrective Action | Word |
| AGS ISO10002 Internal Audit Checklist | Excel |
| AGS ISO 10002-2018 Compliance Matrix | Excel |
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Overview
ISO 10002:2018 gives guidelines for the design, planning, operation and improvement of a complaints-handling process, and applies to organisations of any size in the private, public or voluntary sector. It is guidance rather than a certifiable requirements standard: it recommends rather than mandates, so organisations self-declare conformity or use it to reinforce an existing quality management system. Written to be compatible with ISO 9001, it rests on the principles of visibility, accessibility, responsiveness, objectivity, confidentiality, a customer-focused approach, accountability and continual improvement.
The documentation follows the life of a complaint. A complaints-handling policy establishes management commitment, responsibilities and resources; separate procedures cover how a complaint is made and how it is handled, from receipt and acknowledgement through tracking, investigation and response to closure, communication of the decision and follow-up. Spreadsheet registers and analysis sheets hold the complaint register, feedback against closure and feedback analysis, so recurring issues surface as data rather than anecdote.
What this system covers
- Receipt, acknowledgement and registration — how a complaint is made, logged and acknowledged
- Investigation, response and closure — tracking, the decision, communicating it and following up
- Complaint data and improvement — recurring issues, lessons learned and corrective action
- Customer feedback — feedback forms, satisfaction with the closure and trend analysis
- Governance of the process — complaints policy, responsibilities, internal audit and management review
- Competence of complaint handlers — induction, training records and role descriptions
Who it's for
Suited to customer service leads and quality managers whose complaint volume has outgrown an informal process, or who have been asked by a customer, a board or a regulator to show how complaints are received, judged and resolved. It is equally useful where an ISO 9001 system exists but its complaint-handling evidence is thin. You end up with one consistent route for every complaint and a defensible basis for self-declaring conformity.
Everything you get
Every toolkit gives you a full set of working documents for your standard, ready to edit and use.
Native Microsoft files. Add your logo and adapt every document to how you work.
Your full toolkit arrives as a ZIP the moment payment clears.
One purchase covers everyone in your organisation. No per-seat fees.
Built by people who run real audits, so the content matches what assessors check.
One payment, perpetual licence for your organisation. No subscriptions, no renewals.
Full refund if your files are faulty, incomplete or not as described and we can't put it right
Frequently asked questions
What exactly do I receive?
A downloadable ZIP containing the full set of ready-to-use documents for this toolkit — manuals, procedures, forms, records, checklists, guidance and training material, all in editable Word and Excel format. The exact document count is shown at the top of this page.
Are the documents really editable?
Yes. Every file is native Microsoft Word or Excel — no locked PDFs. Add your logo, change wording, and tailor the content to your organisation. The toolkit is yours to keep and reuse.
Does this certify my organisation?
No. These are documentation toolkits aligned to the relevant standard to help you prepare. Certification itself is issued by an accredited certification body after their audit. Our toolkits give you a strong, audit-ready starting point.
How is it delivered?
Instantly and digitally. There's no physical shipment — you download the files right after payment and receive a backup link by email.
Do I get updates?
Yes. If we revise this toolkit, you're entitled to the updated version at no extra cost — just contact us with your order details.
What is your refund policy?
These are digital products, so once a toolkit has been downloaded we cannot take it back. If you have not downloaded yet, contact us and we will cancel the order and refund you in full. We also refund in full if the files are damaged, incomplete, or not what the product page described.
Cannot find your standard?
Tell us which scheme you work to. We will point you to the right toolkit.
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