Appeals and complaints

Standards International Ltd makes decisions to grant certification based upon factual evidence gained during an assessment process. Should a client consider that a decision is flawed, we operate an Appeals Policy and Procedure that provides for an independent review of decisions made relating to certification.

Appeals are dealt with impartially in a non-discriminatory manner and will not affect a client’s standing with Standards International Ltd.

Policy

An appeal is a formal procedure by which a client can appeal against a decision on certification. Appeals must be submitted in writing (Email or Postal), within three months of a certification decision being taken.

The grounds under which a client can appeal are:

• Personal or medical grounds
• Procedural grounds
• The decision was biased or discriminatory.

The Client must provide clear written evidence that the decision against which they are appealing, meets at least one of the following criteria:

• Relevant information of mitigating circumstances received by stated deadlines had not been taken into consideration
• Substantial procedural irregularities
• Evidence to suggest that a decision may have been biased or discriminatory

Making an appeal

Appeals, addressed to the Quality Manager, must be submitted in writing (Email or Postal), within three months of a certification decision being taken, to one of the following:

E: enquiries@standardsinternational.co.uk
P: Standards International. Manor Farm, Church Lane, Graveley, Hitchin, SG4 7BN

Procedure

All appeals will be acknowledged by Standards International Ltd within two working days of receipt and we will state if there are sufficient grounds for the appeal to proceed. We may also request additional information to help inform our decision.

Valid appeals, along with supporting evidence will be presented to the Standards International Best Practice Development Forum at their next scheduled meeting, who will discuss and decide a ruling in relation to the appeal, by a majority vote.

The outcome of all appeals will be notified to the appellant, within two working days of the decision being made.

The decisions from the appeals process will be considered as being final.

The appeals process is monitored by the Standards International Best Practice Development Forum to ensure that all appeal decisions are made fairly and equitably.

All appeals are logged and reviewed regularly to identify improvements which can be made.

Call us on +44 (0) 1462 790 894 or click here to request a copy of our full Certification Appeals Policy and Procedure.

Standards International Ltd endeavours to provide the best possible service. However, should a client feel the need to complain we take this very seriously and operate a Complaints Policy and Procedure as outlined below.

Complaints are dealt with impartially in a non-discriminatory manner and will not affect a client’s standing with Standards International Ltd.

Policy

We define a complaint as “an expression of dissatisfaction with the services provided by Standards International Ltd.” and could cover:

• Conduct of a member of our team
• Quality of service provided by us to a client
• Failure to meet deadlines and promises made
• Failure to keep a client informed
• Poor administration
• Dissatisfaction with the Complaints Policy and Procedure itself.

Complaints by a member of the public, who are not directly a client of Standards International, regarding the actions of a certified Standards International client, will be viewed under our Whistle-blowing Policy and Procedure.

Making a complaint

Complaints, addressed to the Quality Manager, should ideally be submitted in writing (Email or Post), to one of the following:

E: enquiries@standardsinternational.co.uk
P: Standards International. 5 The Granary, Fairclough Hall Farm, Weston, Hertfordshire, SG4 7DP
T: +44 (0) 1462 790 894 (Please note that you may be requested to submit a verbal complaint in writing for our records)

Procedure

All complaints will be acknowledge by Standards International Ltd within two working days of receipt and we will state if there are sufficient grounds for the complaint to proceed or if the complaint will proceed under another policy (i.e. Whistle-blowing). We may also request additional information to help inform our decision.

Investigations will be completed within ten working days or, if a longer period is necessary, the client will be informed of the expected timescale.

The outcome of a complaint will be notified to the complainant. within two working days of the completion of our investigation.

If a client’s complaint is regarding the certification service of Standards International then the complaint will also be passed for review at the next internal audit.

Standards International Ltd will make every effort to bring complaints to a satisfactory conclusion following initial investigation. However, should this not prove possible we have an escalation process with the Managing Director determining final closure.

The complaints process is monitored by the Standards International Best Practice Development Forum to ensure that all complaint decisions are made fairly and equitably.

All complaints are logged and reviewed regularly to identify improvements which can be made.

Call us on +44 (0) 1462 790 894 or click here to request a copy of our full Complaints Policy and Procedure.