Fraternidad-Muprespa, one of the ten companies that has the Aenor certificate for complaints and claims
Fraternidad-Muprespa, Mutua Colaboradora con la Seguridad Social, ha recibido el certificado de AENOR que acredita que una organización cumple con la Norma UNE-ISO 10002 2018 (Quality management. Customer satisfaction. Guidelines for the handling of complaints in organizations).
This document provides guidance on the process of handling complaints related to products and services in an organization, including planning, development, design, operation, maintenance and improvement. The described complaint handling process is appropriate for use as one of the processes of an overall quality management system. Only ten companies in the country have this certification and Fraternidad-Muprespa is one of them.
Antero Fernández de la Mela, Secretary General of Fraternidad-Muprespa,Marta Carabanchel, Director of the Mutual Member Ombudsman Department, and Elena Iglesias, Director of the Quality and Environment Department, received at the Mutua headquarters, in Madrid's Plaza de Cánovas del Castillo,Gonzalo Piédrola, director of AENOR for the Central Region and Europe.
Piédrola, who has already been present at previous recognition events and delivery of certifications in favor of For his part, the Secretary General of the Mutual Fund stated that “for Fraternidad-Muprespa, as a Mutual Collaborator with Social Security, certifications are important and we will continue working in this line.”
The AENOR Complaints and Claims Handling certificate is a reflection of an organization's commitment to continuous improvement, as it ensures its effectiveness and efficiency when processing such complaints. It allows organizations to develop a series of actions to anticipate problems and address possible reasons for complaints. For their part, it allows complainants to file said complaint or claim in an agile and comfortable manner as they can do so through various channels. They also have access at all times to know the status of their claim. If the user is not satisfied with the response obtained, they will be indicated other ways to channel their complaint.
This AENOR certification joins those previously received by Fraternidad-Muprespa. Specifically, the Quality Management system certificates (UNE-EN ISO 9001:2015 standard), the ISO 14001:2015 Environmental Management System, the verified Carbon Footprint-ISO 14064-1:2006, and the Information Security Management System (ISMS) according to the UNE-ISO/IEC 27001:2014 standard.
