Complaints procedure

1. All complaints relating to actions performed by Normec NCK shall be submitted to the director of Normec NCK through the submission of a written complaint. Verbal complaints shall be recorded in writing by Normec NCK employees.

2. These written complaints are assessed by the director based on established procedures within Normec NCK (manual, system procedures) and generally accepted good practice. If a complaint is declared founded, the director takes corrective action.

Appeal procedure

1. Decisions taken by Normec NCK during the certification process may be appealed by submitting a written reasoned objection. This objection must be submitted to the Normec NCK director within 30 days of the date of the decision.

2. Naturally, in the first instance an attempt will be made to resolve any differences of opinion by mutual consultation.

3. Should this still fail, any remaining differences of opinion on decisions taken by Normec NCK will be submitted to a single arbitrator. This shall be an arbitrator acceptable to both the company and Normec NCK. For this purpose, the company may challenge an arbitrator proposed by Normec NCK.

The arbitrator:

• must have no direct or indirect interest in the decision;

• must be an expert in the field to which the appeal relates;

• must therefore have completed an education at least at HBO level and have at least 5 years of work experience in field(s) relevant to the appeal;

• must possess legal knowledge in the field of contracts and knowledge of Normec NCK's procedures or have someone support him/her in these areas.

The place of arbitration is in the Netherlands. The proceedings will be conducted in the Dutch language. The arbitrator will decide according to the rules of law within 3 months of receiving the notice of objection. Pending the ruling on an objection to suspension/revocation of a certificate, the suspension/revocation will be postponed until the date of the ruling.

Complaints about a company certified by Normec NCK

All complaints, both internal and external are registered and handled by the company according to written procedures. This also applies to complaints from third parties. If the complaint is found to be justified, the company must provide appropriate redress to the complainant and take measures to prevent the complaint from recurring. Measures and complaints should be recorded.

When complaints relating to the subject of certification, for which Normec NCK has issued a certificate to company, are reported to Normec NCK by third parties, Normec NCK has the right to investigate complaints on the basis of dissimilarity to protect the rights granted by Normec NCK. Normec NCK is in some cases obliged to report complaints about NCK-certified companies to the relevant scheme administrators.

If the investigation of complaints reveals that they can be traced back to the subject for which Normec NCK has issued a certificate to company, Normec NCK will immediately require corrective action and modification of the company's system. The corrective measures will be verified by Normec NCK within the specified period.

How to file?

Would you like to file a complaint? Would you like to appeal a decision made by Normec NCK? Would you like to file a complaint against a Normec NCK certified company?

Please fill in the complaint form below.