Citation ISO Certification are dedicated to maximising and maintaining client satisfaction at all times; however, we recognise that there are occasions on which clients might feel that matters could have been handled better.
We have in place a rigorous Complaints and Appeals Procedure which ensures that all complaints and appeals are handled fairly and promptly, the main points of which are outlined below:
General
A verbal or written statement is regarded as a complaint whenever the client expresses dissatisfaction over a Citation ISO Certification decision related to certification; i.e. granting, maintaining, renewing, extending, reducing, suspending and withdrawing of certification, or any other unacceptable situation arising out of Citation ISO Certification activities with the client, and the client expects a response.
Complaints do not include matters of a minor nature which can be readily resolved without invoking a formal procedure.
A verbal or written statement is considered as an appeal whenever the client requests a Citation ISO Certification decision related to certification to be reconsidered; i.e. granting, maintaining, renewing, extending, reducing, suspending and withdrawing of certification.
Citation ISO Certification is responsible for all decisions at all levels of the appeals-handling procedure. Persons engaged in this procedure are different from those who carried out the audits and made the certification decisions.
Submission, investigation and decision on appeals do not result in any discriminatory actions against the appellant.
Upon receipt of a complaint, Citation ISO Certification confirms whether the complaint relates to certification activities that it is responsible for and, if so, deals with it in accordance with the established procedures. If the complaint relates to a certified client, then examination of the complaint duly considers the effectiveness of the certified management system.
Any complaint about a certified client will also be referred by Citation ISO Certification to the certified client in question at an appropriate time.
The Complaints and Appeals Procedure is subjected to requirements for confidentiality, as it relates to the complainant and to the subject of the complaint.
How to raise a complaint
Complaints should be e-mailed to [email protected]. However, complaints presented by e-mail, telephone or letter to any member of Citation ISO Certification staff will be processed in the same way, provided they have been clearly identified as complaints.
Further information relating to our complaints process can be found here Complaints - Citation ISO