Complaints and Objections ProcedureThe purpose of the procedure description is to ensure that complaints and objections are handled properly and within a reasonable time. ECB takes every complaint/objection seriously and works continuously to meet customer expectations.
Every ECB client can complain related to a certification service. If a certificate holder or a potential certificate disagrees with a decision made by ECB in regarding a certification, they may appeal.
ContactComplaints and appeals can be addressed in writing to any employee listed under section "Contacts" on our website or to the following postal address:
Lyoner Str. 18.
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 certification process in the decision on the complaint or objection process
|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|