Our Feedback and Resolution Team achieve the ISO10002 accreditation

Our Feedback and Resolution Team has achieved the ISO10002 complaints handling quality standard.

We have been externally evaluated by an independent quality assessor against the standard, which specialises in customer satisfaction and complaints handling.

The assessors spent two days with us checking desktop evidence, talking to colleagues and looking at our tools and case sampling.

Achieving the standard provides confirmation that our processes for complaint handling are robust and meet the quality standard

Our Customer Services Manager for Operations Claire Harper said: “We are thrilled to have achieved the ISO10002 standard which is recognised internationally.

“Congratulations to the Feedback and Resolution Team who have worked so hard to help us achieve the standard. The team have been conducting an in-depth review of complaints handling in the last year and improving our approach. Thank you also to all colleagues who have actively been involved in complaints.

“Everyone has a role to play in effective complaint handling directly or indirectly – if you are not responding to a complaint, you may be supporting someone who is. This is why it’s important we get things right first time, fix problems so they are not repeated, do what we say we will do and do things on time as it all makes a real difference.

“Well done once again to the team and thank you for your hard work.”

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