Certification Services

A complaint is a formal record of dissatisfaction by any user affected by a certified management system as verified by the certification body. Complaints can be received in various forms, including, but not limited to, the form below, mail, email, and verbal notification.

In case Palindrome Certification receives a complaint pertaining to a certification client regardless of its current status of conformity, for any management system(s) under review by the certification body, the Palindrome Certification management team will compile all submitted information and initiate a case review. The management team will serve as the authority on all inbound complaints and follow-up handling processes. Additionally, the management team will prevent any individuals on the audit team supporting the client organization from providing input into the activities workflow.

Palindrome Certification’s management team may determine that a complaint is related to an inquiry of a certificate status for a certified management system or product, maintained by the certification body, where public lookup was not accessible or properly functioning via the Palindrome Certification certificate directory. If the submission conforms to this definition for an inquiry, the complaint handling process is terminated upon response to the requesting party.

Where a certified client is the subject of a complaint, a Palindrome Certification management team representative will promptly communicate these actions to the certified client within an appropriate timeframe while maintaining the integrity of any ongoing investigations.

Where inbound information received for a complaint is insufficient for the certification body to evaluate via further inspection, a Palindrome Certification management team representative will follow up with the complainant to retrieve additional information or clarification, where appropriate.

In extenuating circumstances where the result of a complaint leads to the modification of a conformity decision for a management system, a member of the Palindrome Certification management team may determine the need to publicize these actions. In this case, the certification body will seek input from the certified client and affected complainant, as appropriate, prior to disseminating information on the basis of confidentiality and local laws governing public disclosure of events.

Once the decision regarding a complaint has been made, no counterclaim by either party in dispute can be executed to amend or change this decision unless additional, relevant supporting documentation is provided for review. Where similar complaints are received, the Palindrome Certification management team will consider results of historical cases that have determined precedents when handling particular matters.

You may request reconsideration of a decision made by Palindrome Certification for reasons concerning incompetent or prejudice assessment results, including disagreements pertaining to audit findings, severity classifications, assessment approach, and enforced deadlines.

Notification of the intention to appeal could be supported by relevant facts or data for consideration during the appeals evaluation.

Possible methods to receive an appeal could include, but are not limited to, the following: the form below, email communication, verbal notification, or commentary provided within customer satisfaction survey. The certification body's management team should seek out the following information, where appropriate, to assess the nature of the appeal:

• The name of the appellant
• Contact details for the appellant
• The application, audit, certification decision that is the subject of the appeal
• Description of the appeal

Individuals involved with evaluating an appeals case should not comprise the affected audit cycle assessment team composition. The results of the appeals process will not affect any relationships between the client organization and the certification body, especially for actions that would be considered preferential or biased in nature.

Once the decision regarding an appeal is made, no counterclaim by either party in dispute can be executed to amend or change this decision unless additional, relevant supporting documentation is provided for review. Where similar appeals are received, the Palindrome Certification management team will consider results of historical cases that have determined precedents when handling particular matters. In instances where the appeal was successful and the certificate is issued or reinstated; no claim can be made against Palindrome Certification for reimbursement of costs or other losses incurred as a result of withholding, suspension, or withdrawal notification.