Complaints and Appeals Procedure

The 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.



Contact

You 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: 

  • Name of the person filing the complaint or objection  
  • Name of the company (if relevant)  
  • Address and/or email address  
  • Reason for the complaint or objection

    NOTE: If a complaint relates to at least one of the following points, it will be treated as an objection:  

  • Refusal to continue a certification,
  • changes/restriction of the certificate scope, 
  • decisions to refuse, suspend or withdraw certification. 
       
    • 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



    Confidentiality

    Complaints and appeals concerning the performance of one of our clients will be forwarded to that client for processing and response. All other complaints and appeals will be treated confidentially unless otherwise agreed.