Complaints Policy

Commitment to Quality: Complade is devoted to delivering superior certification services. We welcome all forms of feedback, particularly complaints, as they serve as opportunities for enhancement.

Transparency and Professionalism: We pledge to manage complaints in an equitable, transparent, and expedited fashion. Every complaint will be treated with utmost professionalism, maintaining privacy and confidentiality.

Complaint Procedures

1. Receiving Complaints: Complaints can be submitted through email, webform, phone, or face-to-face interactions. Staff will document the complaint using a Complaint Form and confirm its receipt within two working days.

2. Evaluating Complaints: The Certification Manager will assess the complaint with collaboration with director of audit and initiate an investigation, which may include contacting the complainant and reviewing related documentation.

3. Making Decisions: The Certification Manager will conclude the investigation by making an evidence-based decision on the complaint.

4. Communicating the Decision: Complainants will be notified of the decision within 15 working days. Those unsatisfied with the outcome may request a review by managing director.

5. Recording and Monitoring: All complaints and outcomes are documented in a Complaint Register. This register aids in identifying areas needing improvement.

Workflow Summary

1. 1. Submit Complaint: Via email complaints@complade.com , webform , phone , or in-person.

   2. Acknowledge: Within 2 business days.

   3. Investigate: Conducted by the Certification Manager.

   4. Decide: Fair and evidence-based conclusions.

   5. Communicate: Decision within 15 business days.

   6. Record: All data saved in the Complaint Register for ongoing analysis.

2. For a comprehensive understanding, the complete policy can be reviewed online at this link