FNG-Label › Complaints & Appeals
COMPLAINTS & APPEALS
Advanced Impact Research GmbH has a documented procedure for handling complaints and appeals. Complaints and appeals are reviewed, decided and documented confidentially, impartially and traceably.
All relevant information on complaints and appeals
| Complaint or appeal? | ↓ |
| Submit your concern by email | ↓ |
| How we handle your concern | ↓ |
Further information on the FNG-Label page:
| Rules of Procedure and General Certification Terms and Conditions | → |
Complaint
A complaint can be submitted if there is cause for dissatisfaction in connection with our certification activities.
Appeal
An appeal is directed against a formal certification decision. Applicants may lodge an appeal within 14 calendar days of notification of the certification decision, which takes place when the final assessment report is made available in the online tool. The appeal must state the contested certification decision and the grounds for the appeal.
SUBMIT A COMPLAINT OR APPEAL
Complaints and appeals should be sent to the following email address:
You can attach relevant evidence directly to the email.
What your email should include
- Type of concern: complaint or appeal
- Your name and contact details
- the process or certificate concerned
- a description of and the reasons for your concern
- in the case of an appeal: the contested certification decision and the grounds for the appeal
- relevant evidence as an attachment
HOW WE HANDLE YOUR CONCERN
1
Receipt
Upon receipt, we check whether the complaint or appeal relates to certification activities for which the certification body is responsible. Receipt of a formal case is confirmed.
2
Independent review
The persons responsible for handling and deciding on the case must not have been involved in the certification activities concerned and must not be subject to any conflict of interest. The necessary information is gathered and, where possible, verified.
3
Outcome
The complainant or appellant is informed of the outcome and the conclusion of the procedure. Any necessary follow-up measures are initiated and documented.
The case is handled in accordance with the Rules of Procedure of the FNG-Labels applicable to the certificate and the General Certification Terms and Conditions, taking into account the requirements of DIN EN ISO/IEC 17065.
