Complaints and claims management policy

The Complaints and Claims policy defined by Fraternidad-Muprespa is based on the ISO 10002:2018 Standard.

Fraternidad-Muprespa has established as one of its objectives a specific figure that addresses, channels and responds to the complaints and claims made by mutual members and protected workers regarding the services they have received in the centers or arranged services.

To this end, the Management of

Meet operational and organizational requirements.

Investigate, identify and apply best practices in the handling of complaints and claims.

Promote a customer-focused vision within the organization.

Take into account the opinions of customers, staff and other interested parties.

Promote improvement, and allocate the necessary resources to ensure the successful implementation of the Complaints and Claims Management Policy.