Useful sites

Societies and networks

• Society of Consumer Affairs Professionals in Europe (SOCAPiE)
• Institute of Customer Service
• Public sector complaints network
• Customer service trainers association

Technology suppliers

• CDC Respond
  Specialist areas: Government and finance
• Charter UK
  Specialist areas: Retail, transport and finance
• ManageMyComplaints.com (SaaS - Software as a Service)
  Specialist areas: Hospitality, IFAs, SMEs
• Customer Expressions
  Specialist areas: Manufacturing, government, consumer bodies
• Datix
  Specialist areas: Health and social care
• Hornbill
  Specialist areas: Retail
• Singularity
  Specialist areas: Workflow - commercial and public sectors
• Tagish iCasework
  Specialist areas: Travel,manufacturing, local government, housing, social care.
• WorkPro
  Specialist areas: Ombudsman and government
• UsefulFeedback! (SaaS - Software as a Service)
  Specialist areas: Housing, travel, leisure, manufacturing, health and social care
• Consumer Relationship System (CRS)
  Specialist areas: FMCG, manufacturing, pharmaceuticals
• Resolve
  Specialist area: Social housing

Complaint management standards, guidance and regulation

• Cause for Complaint? How charities manage complaints about their service
• Florida Customer Service Standards Act
• Listening, responding, improving: a guide to better customer care (Department of Health, UK)
• BS ISO 10002:2004 (online purchase)

Quality management. Customer satisfaction. Guidelines for complaints handling in organizations. Guidelines for complaints handling in organisations.

Other sites

• TheBrandBuilderBlog (complaints are great blog)
• ISO 10002 Customer Satisfaction, Complaints
• UK Customer Satisfaction Index
• BS8477:2007 Code of Practice for Customer Service
• Customer Strategy website
• CSM - eMagazine for Customer Service Professionals
• Customer Service News
• MyCustomer.com
• Why complaining customers can be good for business