Complaints and Appeals ProcedureThe purpose of the procedure description is to ensure that complaints and appeals are handled properly and within a reasonable time. The ECB takes every complaint/appeal seriously and works continuously to meet customer expectations.
Every client of ECB has the possibility to complain about a certification service. If a certificate holder or a potential certificate holder does not agree with a decision made by ECB in relation to a certification, he can lodge an appeal.
ContactYou can address complaints and appeals to the persons named on our website under "Contacts" or you can write to the following postal address: European Certification Body (ECB) GmbH, Lyoner Straße 18, 60528 Frankfurt/Main, Germany.
The procedural steps in brief:
|1.|| Written submission (e-mail or letter) to ECB in German or English with the following minimum information: |
NOTE: If a complaint relates to at least one of the following points, it will be treated as an objection:
|2.||Registration at ECB |
|3.||Acknowledgement of receipt |
|4.||The person responsible for processing initiates the analysis and, if necessary, obtains written comments. |
NOTE Independence and neutrality are ensured by not involving persons involved in the procedure in the decision on the file.
|5.||Decision (on further action) incl. possible corrective action as well as measures for improvement |
|6.||Feedback on the result and the decision |
|7.||Archiving of the procedure|