If you’d like to contact SOCOTEC Certification International regarding certification, auditing, standards or a certified organisation, please use the contact form.
SOCOTEC Certification International
Delta 100, Delta Business Park,
Phone: +44 (0)1793 492892
How to voice your concern
We have a clearly defined process for dealing with complaints and we wish to resolve your problem as soon as possible.
If you have a grievance regarding any written, electronic, or oral communication that alleges deficiencies related to the quality, credibility, or performance of SOCOTEC Certification International’s employees, product(s) and or services, please contact us using the form opposite.
We take all complaints very seriously and will endeavour to resolve your concern immediately, however if this is not possible for any reason, we will always reply within 24 hours.
What information we’ll need from you
We will need:
- Clear, detailed description of what your complaint is about
- Copies of any evidence to support your complaint where applicable
- A valid email address (preferred) or postal address so we can reply promptly
How to make a postal complaint
You can make a formal complaint by post by writing to the address listed on the page for your local office. To find your local office please click here.
What happens next
For all complaints we will carry out an investigation looking in detail at what’s happened:
- We’ll look at all the facts
- We might need to gather additional evidence and information
- We might need to get expert advice
We recognise that every complaint is different and the steps we take in our investigation will vary, however our goal is to always ensure that all complaints are dealt with efficiently, fairly and in a timely manner.
We thank you for your valued feedback.
If you require certification details, including suspended or withdrawn certificates regarding an organisation certified by SOCOTEC Certification International, then please send your request using the form. Please remember to provide the certificate number and name of the organisation.
If you wish to to make an appeal against our decision not to award certification to your company or to withdraw certification from your company, this is your right as a client of SOCOTEC Certification International and is in fact your duty if you feel you have been treated unfairly. The Appeal procedure is the mechanism to get the decision in question reviewed by an Appeals Board which act independently of the management of SOCOTEC Certification International.
The following guide is designed to assist you in making an Appeal and to ensure you follow the right steps.
The Appeals Procedure consists of four main stages:
Although SOCOTEC Certification International may be aware that you wish to make an appeal, we recommend that you submit a letter to us (if not already done), formally reporting your concerns about the decision in question and notifying SOCOTEC Certification International that you wish to make an appeal.
Your next task is to provide information on the decision and the reason(s) that you believe the decision to be unfair. For this purpose, we would send you an Appeals Form to complete. You are advised to provide as much factual information as you can about the decision. Where possible, avoid stating personal reasons why you feel the decision is unfair. (See following Section “Will the Appeal Succeed”?) If you require more space than that provided, feel free to attach further pages and reference them from the form.
This information should be returned to SOCOTEC Certification International as soon as you are happy that it is complete.
Once the evidence has been received, the Chairman of the Governing Board will review the information provided and determine
the formation of the Appeals Board, if you (the client) should be invited to make your case in person to the Appeals Board.
Your evidence will then be put to the Appeals Board along with SOCOTEC Certification International’s evidence on the matter. The Appeals Board will consider the evidence and reach a conclusion.
The Appeals Board makes recommendations that are implemented by SOCOTEC Certification International. The recommendations will address the certification decision itself and may also highlight potential preventive action to avoid a re-occurrence.
You will be notified of the outcome within 10 working days from conclusion of the Appeals Board
Will the Appeal succeed?
Appeals are dealt with on an individual basis and the outcome is dependent on the circumstances of that case. However, there are some broad guidelines:
An Appeal is likely to succeed if:
there is evidence that the auditor did not take full account of the evidence presented to him/her,
the audit(s) covered areas outside of the scope of registration
the severity of a nonconformity was misinterpreted and a minor nonconformity was categorised as major.
An Appeal is likely to fail if:
the reason for the Appeal is commercial (e.g. we needed certification to get a specific contract),
the reason for the Appeal is personal (e.g. we did not like the auditor),
nonconformity reports or warnings about possible withdrawal of certification had been ignored.
The fact that you are making an Appeal will not influence SOCOTEC Certification International’s future relationship with you, nor will the outcome of any such Appeal.