Appeals / complaints

Definitions

A complaint concerns deficiencies or errors that have arisen in the course of certification or other activities and to which the complainant wishes to draw attention. The deficiencies and errors must be attributable to the certification body or the audited organisation.

An appeal is always directed against certification decisions made by the certification body in the course of certification. The appellant's aim is to bring about a review of a decision made by the certification body and, where appropriate, to achieve a correction of that decision.

Process

RSM Certification GmbH has established an appeals and complaints management process that investigates, assesses and responds to any appeals and negative feedback from clients regarding certification services or the conduct of the auditors.

Information on complaints and appeals is not published.

Like us, the accreditation bodies operate their own complaints management. If the appellant does not accept RSM Certification GmbH's decision on an appeal, there is the option of lodging a complaint about RSM Certification GmbH's procedure with the German Accreditation Body (DAkkS). A complaint to the accreditation body is preferable to legal action.

Handling of appeals

You can submit an appeal or a complaint via the following channels:

Incoming appeals and complaints are reviewed promptly. We will confirm receipt of the appeal/complaint in a timely manner and will always treat your matter confidentially.
Of central importance in the assessment are the necessary competencies. In each procedure we will always deploy competent persons who were not involved in the previous procedure. These include, in particular, the members of our committee for impartiality.