BS 8543

The Complaints Handling Standard

Complaint handling

BS 8543:2015 specifies requirements for a complaint-handling process including planning, design, operation, maintenance and improvement. The complaint-handling process is suitable for use as one of the processes of an overall Quality Management System (QMS).

Background

This British standard provides a specification for the design and implementation of an effective and efficient complaint-handling process for all types of business. It is intended to benefit both organisations who adopt its requirements as well as their customers, complainants and other interested parties.

Scope

The standard specifies requirements for a complaint-handling process including planning, design, operation, maintenance and improvement. The complaint-handling process is suitable for use as one of the processes of an overall Quality Management System (QMS).

What does the standard cover?

The standard specifies the following aspects of handling and managing complaints:

Enhancing customer satisfaction by creating a customer-focused environment that is open to feedback (including complaints), resolving any complaints identified and enhancing the organisations ability to improve its customer service;
Involving top management and commitment through adequate acquisition and deployment of resources including personnel training;
Recognising and addressing the needs and expectations of complainants;
Providing complainants with an open, effective and easy to use complaints process;
Analysing and evaluating complaints to improve products, services and customer service;
Auditing of the complaint-handling process;
Reviewing and improving the effectiveness and efficiency of the complaint-handling process and;
Publicising anonymised learning that has been implemented from complaints and other feedback.

General principles of implementation

Enabling and identifying complaints
Prevention of ongoing disputes
Communication
Making a commitment to establishing a complaints-handling framework, establishing a business policy and allocating responsibilities and authorities
Establishing customer expectations
Determining objectives to deliver a policy setting clear targets and performance measurement goals
Planning, design and implementation of the complaint-handling process
Effectively managing complaints received
Set provisions for escalation and review if complaints cannot be resolved
Assess and make available personnel and other resources across all contact channels

Operation of the complaint-handling system

Make available publically available information platforms (brochures, pamphlets, electronic-based information) to all interested parties in accessible formats so no complainants are disadvantaged through any complaints process
Establish a process to acknowledge and confirm receipt of any complaints
Establish a process to track progress of complaints
Establish a process to assess complaints in terms of criteria including severity, safety implications, complexity, impact and the possible need for immediate action
Establish a process to fully and impartially investigate all complaints
Establish a process to update complainants with any/all responses
Establish a process to close off any/all complaints
Establish a process to effectively review the quality of responses and to take any appropriate action to address any issues identified in the review process

Maintenance and improvement of the complaint-handling process

Record performance of the complaint-handling process
Establish all processes required to protect personal information and to ensure confidentiality of complainants
Establish a process to analyse and evaluate complaints including:
- What was the cause of the customers dissatisfaction;
- Whether or not the complaint was a service failure or policy/product issue and;
- What resolution was achieved and redress offered (if any)
Assess and establish any complaint patterns
Determine levels of customer satisfaction with the process
Determine performance of the system against predetermined criteria and objectives/li>
Organisations shall regularly perform or provide auditing to evaluate performance of the complaint-handling system
Perform management review of the complaint-handling process to ensure its continued adequacy, effectiveness and efficiency including establishing:
- Management review inputs
- Management review outputs
- Corrective and preventive actions and innovative improvements to drive continual improvement

The standard also has significant additional help and guidance in the form of annexes that drive:

Objectivity;
Avoiding unacceptable and unreasonable behaviours;
Setting responsibilities and authorities of complaint-handling roles;
Improving accessibility;
Offering guidance on effective apologies, remedies and options for redress and;
Offering generic guidance on maintenance and improvement of the complaints-handling process.

Who will benefit from a business adopting this standard?

Everyone!

What costs are involved?

You need to first purchase a copy of the standard (QSS are an authorised BSI standards distributor and can save you money on the cost of the standard if ordered through QSS) and then budget costs for implementing the standard within your business prior to initial assessment. You may wish to do this yourselves or you may engage an appropriately qualified and experienced independent consultant who can quote to assist you through the preparation process.

When a business engages QSS (Quality Service Standards Ltd) to carry out its assessment and certification processes, an “Initial Assessment” will be carried out by QSS to audit the company’s compliance against the entire standard. Following this (and subject to the clearance of any nonconformities) a certificate will be issued, usually valid for 12 months. Annual surveillance assessments are then carried out, each covering certain elements of the standard and normally leading to renewal of certification for a further 12 months (subject to any nonconformities).

Costs for this can be obtained by contacting David Woodhouse, QSS General Manager at:

Quality Service Standards Ltd.,
Unit 3, The Progression Centre, Mark Road,
Hemel Hempstead, HP2 7DW

T: +44 (0)1923 699840
E: admin@qssonline.co.uk