Compliments, complaints and appeals 

Complaints and Appeals Procedure

Bureau Veritas places great value on receiving and handling complaints from our customers. We view complaints as an opportunity to improve our service delivery and better meet our customers' expectations. If customers are not satisfied with our service, we cordially invite them to file their complaint directly with us.
All complaints will be processed for review. Complaints are handled in a transparent and confidential manner, and we strive to resolve everything as quickly and efficiently as possible.

Complaints

A complaint is an expression of dissatisfaction with our service delivery. Complaints may relate to matters such as the quality of an audit or inspection, the competence of the auditor or inspector, the certification decision or conformity statement. The quotation process or the course of the procedure may also give rise to a complaint. The purpose of a complaint is to give us the opportunity to investigate the situation and improve it.

Each complaint is therefore handled according to our internal complaints procedure:

• The complaint can be submitted in writing via the button below.
• The complainant receives a confirmation of receipt and the complaint is then registered internally.
• The complaint is subsequently investigated, assessed and handled by a designated employee.
• Finally, the complainant receives a written response within a reasonable period with the findings and any corrective measures.
   

Appeals Procedure

In accordance with applicable accreditation and certification guidelines, customers can also appeal against a decision by Bureau Veritas Certification.

Customers can lodge an objection against a decision regarding:

• A refusal to accept a certification application
• A refusal to recommend certification
• A suspension, withdrawal or cancellation of the certificate
• An objection or complaint by third parties against the granting of a certificate

The objection must be submitted in writing by email to technicalbnl@bureauveritas.com

The main difference from a complaint is that an appeal is specifically directed at the certification decision.

An appeal offers more formal opportunities to have the decision reviewed.

The steps in our objection procedure are:

• The customer may lodge a written objection within 14 days of receipt of the report by email to technicalbnl@bureauveritas.com. This message includes the reasons for the objection as well as the company name as stated in the contract between Bureau Veritas and the customer.
• All objections are registered by Bureau Veritas. You will receive a confirmation of receipt of your objection.
• The objection is handled by a person who has not previously been involved in the decision-making regarding the matter. If deemed necessary by Bureau Veritas, the objection will be submitted to an independent committee.
• The customer receives a written response within a set period with the committee's decision.
• If necessary, Bureau Veritas will follow up on identified improvement opportunities through its own internal procedure.
   

Complaints are handled by the responsible process owner. The handling / progress of the complaint handling will confirmed back to you.