Appeals & Complaints Handling Process
BQA Certification UK Ltd. handles each appeal & complaint very seriously so that our client will be satisfied. Any client shall make a complaint to the Managing Director of BQA Certification at info@bqacert.co.uk in respect of the any scenario related to our business services delivered to the respective client. Also any client shall make an appeal to the Managing Director of BQA Certification in respect of the following scenarios:
- Decision of Suspending, withdrawing or denying of certification
- Decision of non-acceptance of client’s application for certification
Below is the summary of Appeals & Complaints Handling Process:
| Phases | Action |
|---|---|
| Phase 1 | Client Appeals/ Complaints to BQA |
| Phase 2 | Recording the Appeal/ Complaint by BQA |
| Phase 3 | Review of Appeal/Complaint by an Independent Appeals/Complaints Panel in BQA |
| Phase 4 | If Accepted, Investigate the Appeal/Complaint by an Independent Panel in BQA |
| Phase 5 | Take Appropriate Corrective Action by BQA |
| Phase 6 | Communicate the Appeal/ Complaint Results to Respective Customer |