Complaints and Appeals

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Complaints

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At BCI Global, we value your feedback and are committed to resolving any complaints promptly and professionally. To make a complaint, you can reach out to us via email, letter, or phone, using the contact details provided for your BCI Global representative. Here’s how we handle complaints:

Boosting Businesses

At BCI Global, we value your feedback and are committed to resolving any complaints promptly and professionally. To make a complaint, you can reach out to us via email, letter, or phone, using the contact details provided for your BCI Global representative. Here’s how we handle complaints:

  • Complaint Filing: A written complaint can be sent either as e-mail or by letter (see contact ) and should as a minimum contain the following:

    • Name of the person filing the complaint
    • Company name (if relevant)
    • Address and/or e-mail address
    • Reference to relevant service
    • The reason for the complaint
  • Complaint Registration: Upon receipt, we register your complaint in our system to ensure proper tracking and follow-up.

  • Assigned Handling: BCI Global appoints a dedicated person to manage your complaint throughout the resolution process.

  • Acknowledgment: You will receive an initial response acknowledging the receipt of your complaint.

  • Corrective Action: We issue an internal corrective action report, analyze the complaint, and decide on necessary corrections and corrective actions.

  • Validation and Implementation: The complaint is validated based on collected information, and we implement the required corrections and corrective actions.

  • Records Retention: Proper records of the complaints handling process are retained for future reference.

  • Response: An authorized representative at BCI Global will respond to you, informing you of the outcome of the process and the decision taken.

  • Appeals Process: If you are dissatisfied with the complaint investigation and decision, you have the right to appeal.

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Appeals

Boosting Businesses

Appeals can be made in response to a complaint decision or a certification decision, such as suspension/withdrawal or audit outcome. To appeal, clients can email their appeal to appeals@bcicb.com or send a letter to BCI Global’s address. The following steps outline our appeals process:

  • Appeal Filing: We register your appeal upon receipt and acknowledge its receipt.

  • Handled by Uninvolved Management: Appropriate management personnel, not previously involved in the disputed decision, will handle the appeal case.

  • Review Process: The appeal review includes

    • Interviewing relevant stakeholders
    • Reviewing all relevant documentation
    • Considering the information provided by the person making the appeal
    • Considering any other relevant requirements, e.g., standard(s) or scheme requirements
  • Decision Communication: You will be informed in writing about the outcome and decision of the appeals-handling process.

  • Records Retention: Proper records of the appeals process are retained for future reference.

  • Further Steps: If you are unsatisfied with the appeal’s outcome, you have the right to contact the relevant accreditation body for further resolution.

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