Complaint handling

After receiving a complaint in any form ( e.g. oral, written, form available on the website ), the designated EU-Cert employee confirms whether the complaint pertains to the certification activities for which they are responsible. If it does, they proceed to review the complaint and provide a relevant response.
If possible, EU-Cert confirms in writing the receipt of the complaint within 10 days of its receipt and informs the complainant about the progress and results of its examination.
Upon acceptance and registration of the complaint, the designated EU-Cert employee is responsible for gathering and verifying all necessary information to assess the complaint and make an appropriate decision.
After the complaint has been processed, if possible, within 30 days from the receipt of the complaint, the Managing Director will provide written notification to the complainant regarding the conclusion of the complaint process and the outcome of its review. If the time limit for handling the complaint is extended, the unit shall inform the complainant.
EU-Cert shall forward any substantiated complaints against a certified person or organisation to the certified person or organisation concerned in a timely manner. The process of dealing with complaints is carried out with confidentiality.
The decision to be communicated to the complainant is taken or reviewed and approved by staff who have not previously been involved in the subject of the complaint.