Customer Satisfaction & Complaints Management
| Certificate holder | Fersan Tekstil Tic. ve San. Ltd. Şti. · Çorlu Şubesi |
|---|---|
| Standard | ISO 10002:2018 |
| Certificate no. | ISO-001444 |
| Issuing body | IQR International |
| Scope | Polyester fabric knitting and dyeing |
| Initial certification | 25.06.2025 |
| Valid until | 24.06.2027 |
What is it?
ISO 10002 is the ISO guidance standard for handling customer complaints within an organization. It defines a framework for recording, tracking, resolving and turning complaints into preventive improvement, and complements ISO 9001.
What it covers
The scope covers polyester fabric knitting and dyeing.
Why it matters
It shows that when an issue arises it is systematically owned and resolved — a foundation of trust in long-running supply relationships.
- Published by
- ISO · guidance standard
- Complements
- applied alongside ISO 9001
- Version
- ISO 10002:2018
Frequently asked questions
Your ISO 10002 certificate shows no accreditation mark, unlike your other ISO certificates — is it invalid?
You read it correctly. Certificate ISO-001444 carries no accreditation mark; it was issued under the IQR International seal on 25.06.2025 and is valid to 24.06.2027. We leave that field empty rather than copying it from our other certificates. The reason is the standard itself: ISO 10002:2018 is a guidance standard, not a requirements standard. Our other four management-system certificates are issued under an accredited scheme and do carry the mark: ISO 9001, ISO 14001 and ISO 45001 under IQR International · IAS · MSCB-135; ISO 50001 under Avacert International · IAS · MSCB-301.
Does ISO 10002 certify something ISO 9001 already covers — what is the difference between the two?
Both certificates carry the same scope — polyester fabric knitting and dyeing — and both were issued by IQR International on 25.06.2025: QMS-008888 for ISO 9001, ISO-001444 for ISO 10002. The difference is focus. ISO 9001 defines the quality management system as a whole; ISO 10002:2018 is ISO’s guidance standard for complaints handling, adding a dedicated framework for recording, tracking and resolving complaints and turning them into preventive improvement. It is applied alongside ISO 9001, not instead of it. There is one further difference in the record: the ISO 9001 certificate carries IAS · MSCB-135 accreditation, while the ISO 10002 certificate bears no accreditation mark.
Does ISO 10002 guarantee that a complaint will be resolved, or does it only define how one is handled?
It defines the process, not the outcome. ISO 10002:2018 sets out a framework for recording, tracking, closing and converting a complaint into preventive improvement; certificate ISO-001444 attests conformity to that framework. Neither the standard nor the certificate states a specific result or response time; any such service level is a separate, contractual matter. The certificate scope is polyester fabric knitting and dyeing, and it is valid to 24.06.2027.