Standards International

Standards International Ltd endeavours to provide the best possible service. However, should a client feel the need to complain we take this very seriously and operate a complaints investigation and resolution process as outlined below. Complaints should be submitted to Standards International Ltd in writing in the form of a letter, fax or email. All complaints should be addressed to the Quality Director who will endeavour to acknowledge complaints within two working days of receipt with investigations being completed within ten working days or, if a longer period is necessary, the client will be informed of the expected timescale. All complaints are logged on the Standards International Complaints Log. If a client's complaint is regarding the certification service of Standards International then the complaint will also be passed for review at the next internal audit. Standards International Ltd will make every effort to bring complaints to a satisfactory conclusion following initial investigation. However, should this not prove possible we have an escalation process with the Managing Director determining final closure. Further, all complaints are reviewed regularly to identify improvements which can be made. Complaints received are dealt with impartially in a non-discriminatory manner and will not affect a client's standing with Standards International Ltd. The complaints process is detailed further in OP12.