BS 8543:2015

What is BS 8543-Specifications for complaint handling about?  

BS 8543 is a British Standard that focuses on best industry practices for complaint handling in an organization.  

BS 8543 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. 

BS 8543 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 organization’s ability to improve its customer service 
• Involving top management and commitment through adequate acquisition and deployment of resources, including personnel training 
• Recognizing and addressing the needs and expectations of complainants 
• Providing complainants with an open, effective, and easy-to-use complaints process 

Note: BS 8543 does not apply to disputes that are referred for resolution outside the organization or for employment-related disputes. 

Who is BS 8543- Specifications for complaint handling for? 

BS 8543 on complaint handling in an organization is useful for any entity providing products or services through local channels including, but not limited to: 

• Local authorities 
• Banks 
• NHS 
• Utilities companies 
• Retailers 

Why should you use BS 8543- Specifications for complaint handling?  

The effective management of complaints enables an organization to identify any problems that customers might be experiencing from its products and/or services. The information subsequently obtained can be used to provide remedial action to put things right for affected customers and lead to improvements in products services and processes.  

BS 8543 provides a specification for the design and implementation of an effective and efficient complaint-handling process for all types of commercial or non-commercial activities.  

An effective and efficient complaint-handling process reflects the needs of both the organizations supplying products and services and those who are the recipients of those products and services. 

Implementation of the process described in BS 8543 can: 

• Provide a complainant with access to an open and effective complaint-handling process 
• Enhance the handling of complaints from vulnerable or disadvantaged complainants, including children 
• Encourage feedback from those who do not currently complain 
• Provide high quality and consistent response to complaints made through all channels, e.g., social media, webchat, and other emerging channels (including those posted on third-party review sites) 
• Enhance the ability of the organization to identify and resolve complaints in a consistent, systematic, and responsive manner, to the satisfaction of the complainant and the organization 
• Enhance the ability of an organization to identify trends and eliminate causes of complaints, and improve the organization’s operations 

The handling of complaints as described in BS 8543 can thus create a customer-focused approach to resolving complaints, encourage personnel to improve their skills in working with customers, improve competitiveness, and reduce the number of complaints.