---
title: "Complaints and claims management policy"
lang: "en"
type: "advanced_page"
updated: "2022-11-11"
url: "https://www.fraternidad.com/en/complaints-and-claims-management-policy"
translations:
  es: "https://www.fraternidad.com/es-ES/politica-de-gestion-de-quejas-y-reclamaciones"
  ca: "https://www.fraternidad.com/ca-ES/politica-de-gestio-de-queixes-i-reclamacions"
  eu: "https://www.fraternidad.com/eu-ES/erreklamazioak-eta-erreklamazioak-kudeatzeko-politika"
  gl: "https://www.fraternidad.com/gl-ES/politica-de-xestion-de-reclamacions-e-reclamacions"
  en: "https://www.fraternidad.com/en/complaints-and-claims-management-policy"
  zh-hans: "https://www.fraternidad.com/cn/tousuhesuopeiguanlizhengce"
---

 ![People submitting a Complaint or claims](/sites/default/files/styles/style_1920x400/public/node/advanced_page/field_image_main/Banner-quejas-politicas-01.jpg?itok=sLzY_XtK)

 

#  Complaints and claims management policy 



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

To this end, the Management of

3. Meet operational and organizational requirements.
4. Investigate, identify and apply best practices in the handling of complaints and claims.
5. Promote a customer-focused vision within the organization.
6. Take into account the opinions of customers, staff and other interested parties.
7. Promote improvement, and allocate the necessary resources to ensure the successful implementation of the Complaints and Claims Management Policy.


 

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