Companies that want to succeed see complaints as an opportunity. They set up a complaints management system worthy of quality companies. Inspired by existing standards (ISO 10002:2014, in this case), they are adding their own fingerprints to personalise the relationship with their customers. In addition to procedures, these fingerprints will relate in particular to personnel and communication. The main purpose of this report will therefore be to take a detailed look at the recommendations of the quality approach. More specifically, the ISO 10002:2014 standard. To focus in particular on those concerning communication and human resources. Then compare them with the realities of the HP complaints department.