ISO 10002:2018 - Internal Auditor

FSMQC offers ISO 10002:2018 - Internal Auditor as a separate internal auditor course. Participants study the subject modules below and apply them through the selected training track. Completion of one track does not automatically award the other tracks.
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Catalogue code: I03-IA. Contact FSMQC to confirm the course dates, entry requirements, delivery language and applicable assessment route.

By the end of the course, participants will be able to:
• Sample complaint files against the adopted procedure and guidance-based criteria. Evaluate timeliness, investigation and closure evidence.
• Prepare a finding and follow-up plan.

Customer service managers, complaint handlers and quality teams. FSMQC confirms course readiness, language and learner support needs before enrolment.

Module 1. Accessible complaint handling
Explain openness, fairness, confidentiality and responsiveness. Identify customer access needs and how staff recognise a complaint without discouraging the person raising it.
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Module 2. Process and responsibility
Follow receipt, acknowledgement, assessment, investigation, response, decision communication and closure. Define escalation and authority while maintaining an accurate record.
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Module 3. Investigation and resolution
Separate allegations from verified facts, assess evidence and explain a reasoned outcome. Communicate clearly, protect information and record unresolved issues or further routes.
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Module 4. Analysis and improvement
Classify complaints, identify recurring causes and assess the process. Use findings to change products or services and verify that actions reduce recurrence.

FSMQC uses instructor-led explanation, guided discussion and course-specific applied practice.
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A fictional complaint about course booking information, investigated through a controlled sample file. Use an FSMQC authored, fictional case with sufficient facts and records for independent learner work.
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Learning resources: Anonymised complaint case, register, investigation worksheet and response template. Provide a learner explanation, agenda, authorised reference access, exercise instructions and feedback.
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Assessment: A knowledge check and individual practical audit outputs assess planning, evidence gathering, findings, reporting and follow-up. FSMQC course completion does not confer ISO certification, registered auditor status or accreditation. The licensed reference and applicable amendments control delivery.

Training centre opening hours: Monday-Friday, 08:00-17:00. International venue times are local and confirmed before booking.
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Daily sessions are arranged within the opening hours, with up to 7.5 learning hours and 1.5 hours of breaks on a full day. Shorter courses and final days finish once the required learning and assessment hours are complete.
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Catalogue duration reference: 16 scheduled hours / 2 days. Required contact/learning hours are retained; scheduled days may be adjusted. Total qualification time and independent study are not automatically classroom hours.
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2026 proposed cohort 1: 13 Jan 2026, 14 Jan 2026, 15 Jan 2026. Venue: Manchester, UK (venue to confirm).
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Dates before 23 October 2026 are historical planning entries, not confirmation of completed delivery. Contact FSMQC for current availability and written confirmation before making travel arrangements.
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Other eligible locations may be requested in UAE, UK, Australia or Egypt, subject to course-specific delivery approval and venue availability.

Contact FSMQC for current course fees and a written quotation. The quotation confirms dates, delivery language, learning materials, assessment arrangements and applicable charges before enrolment.