IMQ COMPLAINTS HANDLING PROCESS

All complaints received by IMQ UK are processed according to a documented internal procedure, uniquely coded, recorded and tracked.

Following the receipt of a complaint, IMQ UK replies to the complainant to:

• confirm that the request has been considered or
• the request is not justified or
• indicate that the complaint does not relate to activities for which IMQ UK can be held liable (as it is outside its competence)

If the complaint relates to activities under the responsibility of IMQ UK, the subject of the complaint is analyzed in order to collect and verify all the information necessary to understand the reasons, define the actions to deal with it, and implement them in due time.

If the complaint concerns a customer certified by IMQ UK (organization, product, person), the examination of the complaint considers the effectiveness of the certification issued. Any complaint concerning a certified customer is also reported by IMQ UK to the certified customer.

If the handling of a specific complaint takes longer than expected, IMQ UK provides the complainant with information about the progress of the relevant actions, as appropriate.

The final decision on the closure of a complaint is taken by different IMQ employees than the persons involved in the subject matter of the complaint and is communicated to the complainant.