BSC/BCert maintains a transparent, systematic, and documented procedure for receiving, evaluating, and resolving complaints submitted by clients or interested parties regarding its certification activities, personnel, or certified clients.
Step-by-Step Complaints Handling Process
1. Complaint Submission & Formal Acknowledgment
- Lodge Complaint: A client or any interested party in certification raises a formal complaint and submits it to BCert.
- Registration & Receipt: The BCert Administration Manager receives and records the complaint into the official Complaints Register.
- Written Confirmation: The Administration Manager sends a formal written confirmation acknowledging receipt of the complaint to the client via email or post.
2. Investigation & Action Planning
- Root Cause Analysis: The BCert Management Team examines the details of the complaint to evaluate the issue and determine its underlying root cause.
- Action Decision: Following the evaluation, the Management Team determines the necessary corrective actions and preventive measures needed to resolve the matter effectively.
- Client Notification: The Administration Manager officially communicates the investigation findings and the proposed resolution actions to the client in writing.
3. Client Review & Decision Gate
- Review of Action Taken: The client reviews the actions and corrective measures proposed by BCert.
- Resolution Pathway:
- Satisfied (Yes): The client accepts the proposed resolution, and the case moves directly to the follow-up and close-out stage.
- Not Satisfied (No): If the client remains dissatisfied with BCert’s internal resolution, they may escalate the complaint directly to the relevant Accreditation Body.
4. Accreditation Body Escalation & Final Decision
- Escalation to Accreditation Body: The dissatisfied party submits the complaint for independent third-party review by the scheme Accreditation Body.
- Binding Ruling: Both the client and BCert receive the official findings from the Accreditation Body and accept the decision.
- Note on Finality: The decision issued by the Accreditation Body serves as the final, binding resolution for all parties involved.
5. Follow-up & Case Close-Out
- Execution & Verification: BCert ensures that all agreed-upon actions—whether determined internally or mandated by the Accreditation Body—are fully executed and verified.
- Formal Close-Out: The Administration Manager updates the Complaints Register, files the case history, and officially marks the complaint as closed.
