ProCert Uk are committed to ensuring transparency, impartiality, and fairness in all our certification activities. As a non-IAF certification body, we value feedback from clients and stakeholders and have established a formal Appeal and Complaint Procedure to address any concerns, disagreements, or grievances related to our certification services.

Our goal is to maintain the confidence of our clients and the public by handling all appeals and complaints promptly, fairly, and confidentially.

1. Purpose

This procedure ensures that any organization, client, or individual has the opportunity to raise a complaint or appeal related to our certification process or auditor conduct.

• A complaint may relate to the behavior, performance, or decisions of the certification body or its representatives.

• An appeal is a formal request from a client to reconsider a decision made regarding their certification (such as suspension, withdrawal, or refusal of certification).

2. Submission of Appeal or Complaint

Any appeal or complaint must be submitted in writing to [Your Company Name] through email or an official form available on our website. The submission should include:

• The name and contact details of the complainant.

• Details of the issue or decision being appealed.

• Supporting evidence or documents (if applicable).

Upon receiving the appeal or complaint, an acknowledgment will be sent within 7 working days to confirm receipt.

3. Review and Investigation

All appeals and complaints are reviewed impartially by a designated committee or authorized personnel who are not directly involved in the subject of the complaint or audit.
The investigation may include:

• Reviewing related audit records and documentation.

• Interviewing relevant parties.

• Verifying facts objectively.

During the investigation, confidentiality and neutrality are maintained to protect all parties involved.

4. Decision and Resolution

Once the investigation is completed, [Your Company Name] will communicate the outcome in writing to the appellant or complainant.
For appeals, the decision may result in:

• Confirmation of the original decision, or

• Modification or reversal of the previous decision based on evidence.

For complaints, corrective or preventive actions will be taken if the issue is found valid. These actions may include auditor training, process improvement, or disciplinary measures where necessary.

All decisions made by the appeals committee are final and binding within the scope of the certification body.

5. Confidentiality and Record Keeping

All information related to appeals and complaints is treated as strictly confidential. Records are maintained securely and are available for review during internal or external assessments.

6. Continuous Improvement

Appeals and complaints are analyzed periodically to identify recurring issues or areas for improvement. This helps us strengthen our management system and enhance the overall quality of our certification services.

Conclusion:
ProCert Uk believe that client feedback plays an important role in maintaining credibility and trust. Our Appeal and Complaint Procedure reflects our commitment to impartiality, integrity, and continual improvement as a non-IAF certification body. We ensure that every concern is treated with fairness, professionalism, and respect.