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.
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.
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.
Making Decisions: The Certification Manager will conclude the investigation by making an evidence-based decision on the complaint.
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.
Recording and Monitoring: All complaints and outcomes are documented in a Complaint Register. This register aids in identifying areas needing improvement.
Submit Complaint: Via email email@example.com , webform , phone , or in-person.
Acknowledge: Within 2 business days.
Investigate: Conducted by the Certification Manager.
Decide: Fair and evidence-based conclusions.
Communicate: Decision within 15 business days.
Record: All data saved in the Complaint Register for ongoing analysis.
For a comprehensive understanding, the complete policy can be reviewed online at this link