Appeal and Complaint Handling Policy

Glocert International is committed to providing high-quality services to our clients and stakeholders. We recognize that there may be occasions when clients or stakeholders are dissatisfied with our services and wish to make an appeal or complaint. We are committed to handling appeals and complaints in a fair, transparent, and timely manner.

This policy outlines the process for submitting appeals and complaints to Glocert International and the steps we take to address them. It applies to all clients, stakeholders, and interested parties who wish to appeal a decision or make a complaint about our services.

Definitions

For the purposes of this policy, the following definitions apply:

• Appeal: A request for a review of a decision made by Glocert International regarding certification, inspection, or testing services.
• Complaint: An expression of dissatisfaction with the services provided by Glocert International.
• Appellant: The individual or organization submitting an appeal.
• Complainant: The individual or organization submitting a complaint.

Submitting an Appeal or Complaint

Clients, stakeholders, and interested parties who wish to submit an appeal or complaint to Glocert International should follow the process outlined below:

• Appeals: Appeals must be submitted in writing to Glocert International within 30 days of the decision being appealed. The appeal should include the following information:
• The nature of the decision being appealed
• The grounds for the appeal
• Any supporting documentation or evidence
• Complaints: Complaints must be submitted in writing to Glocert International as soon as possible after the issue arises. The complaint should include the following information:
• The nature of the complaint
• The reasons for the complaint
• Any supporting documentation or evidence

Handling Appeals and Complaints

Glocert International will acknowledge receipt of the appeal or complaint within 5 business days and provide an estimated timeline for resolving the issue. We will investigate the matter thoroughly and impartially, taking into account all relevant information and evidence.

Once the investigation is complete, Glocert International will provide a written response to the appellant or complainant, outlining the findings of the investigation and any actions taken as a result. We are committed to resolving appeals and complaints in a fair, transparent, and timely manner.

Confidentiality and Impartiality

Glocert International will treat all appeals and complaints with the utmost confidentiality and impartiality. We will ensure that all parties involved in the process are treated fairly and respectfully, and that the outcome is based on the merits of the case.

Contact Information

If you wish to submit an appeal or complaint to Glocert International, please contact us at the following address:

Glocert International Certifications (UK) Limited
Crown House, 27, Old Gloucester Street,
London, WC1N 3AX, United Kingdom
Email: global@glocert.net

We are committed to providing high-quality services to our clients and stakeholders, and we welcome feedback on how we can improve our processes and procedures. Your input is valuable to us, and we will do our best to address your concerns in a fair and timely manner.