How to raise a complaint or appeal a decision, and how we handle it
Complaint
An expression of dissatisfaction about our services or staff, or about an organisation we have certified. Anyone can make a complaint: clients, their customers, suppliers or any other party.
Appeal
A request from a client for us to reconsider a decision we made, such as an audit finding or a certification decision, or about how an auditor conducted the audit.
How we handle it
- Submit. Contact us by email, letter or phone using the details below. Tell us who you are, what the complaint or appeal is about and any supporting evidence.
- Acknowledge. We record it and acknowledge receipt within 5 working days.
- Validate and investigate. We confirm whether it relates to our certification activities, collect the information we need and investigate. Complaints about a certified client are shared with that client so they can respond.
- Independent decision. The people who review and decide are not the people involved in the original audit or decision. Appeal decisions are reviewed and approved through our Impartiality Committee.
- Outcome. We send you a formal written notice of the outcome and of any actions taken. We keep you updated along the way.
Our commitments
Complaints and appeals are handled confidentially, fairly and without discrimination. No complainant or appellant will suffer retaliation or negative consequences. Information is shared publicly only after consulting the parties involved.
Contact
Email info@sahihcertify.com · Phone (+974) 44128590 · Building 87, Zone-45 Street-250, D-Ring Road, Doha, Qatar
Source: SP/15 Complaint and Appeal Procedure V1.2. The full procedure is available on request.