How to make a complaint
Send your complaint in writing by email or post, including your contact details, the organisation or audit concerned, what happened and any supporting evidence. You may also call us and we will record the details with you.
What happens next
- We acknowledge your complaint within five working days.
- We confirm whether it relates to our certification activities and, if so, take responsibility for handling it.
- A person independent of the matter investigates and gathers the information needed.
- We decide on any corrections or corrective actions and tell you the outcome in writing.
- Where possible, we aim to complete this within thirty working days.
Appealing a certification decision
If you disagree with a decision to refuse, suspend, reduce or withdraw certification, you can appeal. Write to us within thirty days of the decision, setting out your reasons and evidence. Your appeal is reviewed by people not involved in the original audit or decision, and you will receive a written outcome with the reasons for it.
Complaints about certified organisations
If you believe an organisation certified by Hexa is not meeting its obligations under the standard, please tell us. We will assess whether the matter relates to the certified management system and take proportionate action, which may include raising it with the organisation or reviewing it at a special or scheduled audit.
Our commitments
- Every complaint and appeal is recorded and tracked to closure.
- Decisions are made, or reviewed and approved, by people not involved in the original activity.
- Raising a complaint or appeal will never lead to discriminatory treatment.
- Trends are reviewed by management and the impartiality committee to improve how we work.