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 the audit, the competence of the auditor, or the certification decision. The quotation process or the course of the procedure can 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 or by email to technicalbnl@bureauveritas.com.
• The complaint is registered and the complainant receives a confirmation of receipt.
• The complaint is investigated by a designated employee.
• The complainant receives a written response within a set timeframe with the findings and any corrective measures.
   

Appeals Procedure

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

Customers may lodge an objection against a decision regarding:
- A refusal to accept an application for certification
- A refusal to recommend certification
- A suspension, withdrawal, or invalidation of the certificate
- An objection or complaint from third parties against the granting of a certificate
 

The objection can be submitted in writing via the button below or by email to technicalbnl@bureauveritas.com 
The main difference with a complaint is that an appeal is specifically directed at the certification decision itself.

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

The steps in our appeals 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 timeframe 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.