Complaints & appeals
We take every complaint seriously. As an accredited inspection body we follow a documented procedure to investigate and resolve complaints and appeals impartially.
How to raise a complaint
Send your complaint in writing by email or post. Written complaints are always treated as formal complaints. Please include:
- Your name and contact details
- The inspection, report or service concerned, with dates and reference numbers
- A description of the issue
- The remedy you expect
What happens next
- Acknowledgement: we record your complaint, give it a number, and tell you who is handling it and when we expect to resolve it.
- Investigation: the Quality Manager or Technical Manager, or an inspector who was not involved in the matter, verifies the facts. Investigations are completed within 15 days, and we keep you informed of any delay.
- Resolution: we tell you the proposed remedy in writing, and take corrective action where the complaint is upheld.
- Escalation: if you are not satisfied, the CEO reviews the matter. If we still can't agree, you can file a formal appeal.
Appeals
You can appeal any decision we make, including an inspection result or our response to a complaint, by sending a written representation. Each appeal is decided by a three-member Appeals Committee: the CEO, an internal member who had no role in the matter, and an external member unrelated to Aaditech. You can present your case in writing or in person, and the committee's decision is communicated to you in writing.
Download our full procedure for complaints and appeals (QP-007, PDF)