Complaints and appeals

The official channel for any complaint is the email address info@certi-al.com. Staff who are contacted by someone who wants to make a complaint will direct them to this channel, so that the complaint can be registered and handled correctly.

Other channels, such as a contact person’s own email, commercial or project meetings, phone calls, faxes or letters, do not lead to the official recognition of a complaint.

Each complaint is analysed by the responsible Certi AL® office within 10 working days of its registration.

Appeals against Certi AL® decisions on the refusal, suspension or withdrawal of certification, or for any other reason, are collected and filed by the Certi AL® office in contact with the client, which confirms receipt to the appellant in writing.

Complaints about a certified organisation

If a complaint about an organisation we certify proves well founded, Certi AL requires corrective action within a set time, or suspends or withdraws the certification when the issue cannot be or is not corrected.