Complaints and appeals
Please let us know
Would you like to express a complaint your dissatisfaction with our services or the services of a person certified by SECTOR Cert? We can only improve ourselves through external feedback. Contact us directly, by post using our complaint form, by email or by telephone at +49 2241 26682-00 and let us know your concern.
Do you disagree with our decisions or the examination results? Then you initiate the review of an examination evaluation or a certification decision by means of an appeal. Address your appeal in writing to the Certification Body by mail or email.
What happens to your complaint?
You will receive a written confirmation of receipt not later than 7 days.
Complaints shall be reviewed by the head of the certification body. If he cannot find an amicable solution, the complaints are forwarded to the steering committee of SECTOR Cert. Where a certified person is concerned, the certificate holder shall be informed of the complaint and of the corrective measures taken.
Appeals against examination decisions are forwarded to a representitive of the certification body for a second evaluation.
Appeals against certification decisions are reviewed by the SECTOR Cert steering committee. It shall independently make a binding decision for all parties.
4 weeksafter receipt of the complaint and at the latest 6 weeks after receipt of the appeal you will receive a notification from us about the result of the examination or the reasons for a delayed processing with expected duration for decision making.
Our handling of all complaints and appeals is documented. Our decisions are monitored by the German Accreditation Body (DAkkS).
Impartiality and fairness
All complaints and appeals are examined by SECTOR Cert impartially and constructively. The submission of an appeal or an appeal never leads to the disadvantage of the complainant or appellant. We see a complaint or an appeal as an opportunity to uncover errors in our system and to constantly improve our processes through appropriate corrective measures.
Confidentiality
Every submitted complaint is treated confidentially and according to legal provisions of data protection.
All our internal and external employees as well as all members of our committees are obliged to maintain confidentiality.
If it should be necessary to pass on your data in order to handle the complaint, we will require your explicit written consent in advance.