How to Handle Customer Complaints Effectively as per ISO 9001:2015

How to Handle Customer Complaints Effectively as per ISO 9001:2015

No matter how good your product or service is, customer complaints are bound to happen. What really defines a great organization is how it handles those complaints.

Under ISO 9001:2015, handling customer complaints isn’t just about solving issues — it’s about learning from them and using that learning to make your processes stronger. Every complaint is actually an opportunity to improve your Quality Management System (QMS) and build customer trust.

Why Customer Complaint Handling Matters

Customer complaints are valuable feedback that tells you where your system, process, or communication might be failing. Ignoring or delaying complaint resolution can quickly damage your company’s reputation and customer loyalty.

ISO 9001:2015 emphasizes customer satisfaction and continual improvement, and complaint management plays a central role in both.

A satisfied customer might tell one friend — but a dissatisfied one can tell ten. Handling complaints properly turns those negative experiences into positive outcomes.

🔹 What ISO 9001:2015 Says About Complaint Handling

ISO 9001:2015 doesn’t provide a fixed “complaint procedure,” but it guides you through clause 9.1.2 (Customer Satisfaction) and 10.2 (Nonconformity and Corrective Action) to ensure you:

1. Capture and review all complaints.
2. Identify the root cause.
3. Take corrective action.
4. Evaluate the effectiveness of the solution.
5. Use the feedback for continual improvement.

This ensures your system doesn’t just fix problems — it prevents them from recurring.

🧭 Step-by-Step Process for Handling Customer Complaints

Here’s a practical way to manage complaints in alignment with ISO 9001:2015:

1️⃣ Receive and Record the Complaint

Every complaint, big or small, should be recorded. Use a Customer Complaint Register or a digital system like BIGISO Complaint Module to track them systematically.
Example: A customer reports a delay in delivery. Record the details — order number, date, issue description, and customer contact.

2️⃣ Acknowledge the Complaint

A prompt response builds trust. Let the customer know you’ve received their complaint and are investigating it.
Example: “Thank you for informing us. We’ve forwarded your feedback to our logistics team for immediate review.”

3️⃣ Investigate and Identify the Root Cause

Don’t stop at surface-level fixes. Use tools like Root Cause Analysis (RCA) or the 5 Whys Method to understand what really caused the issue.
Example:

• Why was the order delayed? → Because dispatch was late.
• Why was dispatch late? → Because the packaging machine broke down.
• Why did it break down? → Because maintenance wasn’t scheduled.

Now you see the real issue wasn’t logistics — it was preventive maintenance.

4️⃣ Take Corrective and Preventive Action

Once the cause is identified, take steps to fix it and prevent it from happening again.
Example: Update the preventive maintenance schedule and assign responsibilities to avoid future breakdowns.

5️⃣ Communicate Back to the Customer

Always close the loop. Inform the customer about the actions taken and thank them for their feedback. This simple step rebuilds confidence and shows accountability.

6️⃣ Evaluate Effectiveness

After implementing corrective actions, monitor results to ensure the problem doesn’t repeat.

💡 Real-Life Example

A furniture manufacturer received repeated complaints about damaged products during delivery. Instead of just replacing items each time, they analyzed root causes and discovered poor packaging design.

They upgraded their packaging materials and trained the logistics team. Within three months, complaints dropped by 85%. This improvement was documented as part of their ISO 9001 continual improvement record — a great example of turning complaints into progress.

✅ Benefits of Proper Complaint Handling

• Builds customer trust and satisfaction
• Prevents recurrence of issues
• Encourages transparency and accountability
• Demonstrates commitment to continual improvement
• Helps achieve ISO 9001:2015 compliance
• Provides valuable data for management reviews

🧠 Pro Tip:

Use a simple Customer Feedback and Complaint Dashboard within your QMS. Software like BIGISO can automatically record, track, assign, and close complaints while maintaining complete traceability for audits and management reviews.

💬 Final Thoughts

Complaints are not failures — they’re feedback. When handled the ISO way, they turn into growth opportunities.
By listening carefully, responding quickly, and improving continuously, you can transform unhappy customers into your biggest brand advocates.

📢 Ready to manage complaints the smart way?
Start using BIGISO Software — a simple, cloud-based ISO platform that helps you log, track, and resolve customer complaints efficiently while maintaining ISO 9001:2015 compliance.

Contact Us Today..