The Standard ISO standard 10002:2018 provides guidance for designing and implementing an effective and efficient process for handling complaints and claims, which can lead to improvements in an organisation's products and services, customer satisfaction and loyalty, as well as its reputation.
The certificate of Claims and Complaints Handling also enables an organisation's users or clients to file a claim or complaint on its products or services, to keep up-to-date at all times on their claim's status, to know whether their complaint will be assessed and investigated in depth and to receive, in all cases, a coherent response in a prescribed time. If the claimant is still not fully satisfied with the response obtained, he or she will be offered other channels through which the complaint can be processed.
This certification comes in addition to previous ones also granted by AENOR. These notably include certificates in the areas of quality management systems (ISO 9001), environmental management (ISO 14001), verified carbon footprint (ISO 14064-1), and Information security management systems (ISMS) according to the standard UNE-ISO/IEC 27001.
The photograph features, from left to right, Julio Santos, Manager of the Policyholder Ombudsman department; Antero Fernández de la Mela, General Secretary for Fraternidad-Muprespa; Elena Iglesias, Manager of the Fraterndad-Muprespa Quality department; Carlos Aranda, CEO of Fraternidad-Muprespa; and Gonzalo Piédrola, Manager of AENOR for the Central and European Region.
Portugal