Complaints and appeals procedure
1. Purpose and Philosophy
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Vexor Certification maintains an open, accessible, and documented procedure for handling complaints and appeals. Constructive feedback is treated as a vital source of operational improvement.
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2. Distinction Between Complaints and Appeals
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- Complaint: An expression of dissatisfaction submitted by any organisation or individual regarding the service, conduct of auditors, or performance of a certified client.
- Appeal: A formal request by a client organisation for reconsideration of an adverse certification decision (such as refusal, suspension, or withdrawal).
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3. Complaints Handling Workflow
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- Submission: Complaints must be submitted in writing to info@vexorcertification.com, providing factual details and evidence.
- Acknowledgment: Receipt is acknowledged in writing within 3 working days.
- Investigation: The matter is investigated by a designated manager who was not involved in the audit or service under complaint.
- Resolution: A formal written outcome with corrective measures is communicated to the complainant within 20 working days.
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4. Appeals Procedure
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- Lodging an Appeal: An appeal must be lodged within 14 working days of receiving the adverse certification decision.
- Appeals Panel: An independent Appeals Panel, comprising qualified individuals with zero prior involvement in the audit file, convenes to review the evidence.
- Determination: The decision of the Appeals Panel is final and binding, communicated in writing within 30 working days.
- Non-Discrimination: Submission of an appeal will not result in any discriminatory actions against the appellant.
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