BS 8600:1999

Committees responsible
Foreword
Executive summary
1 Scope
2 General
3 Terms and definitions
4 Essential elements of a complaints management system
    4.1 General recommendations
    4.2 Complaints management policy
    4.3 Planning
    4.4 Implementation and operation
    4.5 Management review
Annex A (informative) Resources
Annex B (informative) External review procedures
Annex C (informative) Fairness
Annex D (informative) Response to complaints
Annex E (informative) Monitoring, reporting and corrective action
Annex F (informative) Audit and review
Figure 1 Complaints management - outline plan of a
           complaints management system
Figure D.1 Complaints management - An illustrative process
Figure D.2 Typical example of a complaint recording form
Bibliography
Further reading

Provides guidance on designing and implementing systems for managing complaints, from initial reporting to final resolution. Does not specify performance criteria for managing complaints but offers a comprehensive overview of the points for consideration. Intended for use by organisations of all sizes, in private, public and voluntary sectors, whatever the nature of the complaint.