Tell us directly
Would you like to express your dissatisfaction with our activities or with the activities of a person certified by SECTOR Cert by filing a complaint? Only through external feedback can we improve. Please contact us directly – by post using our complaint form, by email or by phone on +49 2241 26682-00 – and tell us about your concern.
Do you disagree with our decisions or examination results? Then initiate a review of an examination assessment or a certification decision by lodging an appeal. Please submit your appeal in writing to the certification body by post or by email.
What happens to your complaint?
You will receive a written acknowledgement of receipt from us no later than 7 days after receipt.
Complaints are reviewed by the certification body. If no amicable solution can be found, the complaint is forwarded to the Steering Committee of SECTOR Cert. If a certified person is affected, the certificate holder is informed about the complaint and the corrective actions defined.
Appeals against examination decisions are forwarded to a representative of the certification body for a second assessment.
Appeals against certification decisions are reviewed by the Steering Committee of SECTOR Cert. It takes an independent decision that is binding for all parties.
No later than 4 weeks after receipt of a complaint and no later than 6 weeks after receipt of an appeal you will receive a notification of the outcome of the review or the reasons for delayed processing together with the expected time needed for a decision.
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 reviewed by SECTOR Cert in an impartial and constructive manner. Submitting a complaint or an appeal never leads to any disadvantage for the complainant or appellant. We see a complaint or appeal as an opportunity to uncover weaknesses in our system and to continuously improve our processes through appropriate corrective actions.
Confidentiality
All complaints submitted to us are handled confidentially and in compliance with the applicable data protection laws.
We have bound all internal and external staff as well as all members of our committees to confidentiality.
Should processing a complaint require that your data be shared, we will obtain your explicit written consent in advance.