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 regarding our services. Complaints may relate to matters such as the quality of the audit or inspection, the competence of the auditor or inspector, the certification decision, or the statement of conformity. The quotation process or the course of the procedure itself may also give rise to a complaint. The purpose of a complaint is to provide us with the opportunity to investigate and improve the situation.

Therefore, every complaint is handled in accordance with our internal complaints procedure:

• The complaint can be submitted in writing using the button below.
• The complainant receives an acknowledgement of receipt, and the complaint is subsequently registered internally.
• The complaint is then investigated, assessed, and processed by a designated staff member.
• Finally, the complainant receives a written response within a reasonable timeframe, outlining the findings and any corrective measures taken.
   

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 via email to technicalbnl@bureauveritas.com.

The main difference compared to a complaint is that an appeal specifically targets the certification decision.

An appeal offers more formal avenues for having 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.