GMP+ COMPLAINTS & APPEALS

The process of collecting client feedback and addressing complaints is an integral part of our day-to-day work.

With your feedback, Bureau Veritas is able to better satisfy your needs, resolve complaints and provide you with added value. Our Customer Satisfaction Survey and complaint procedures make it easy to provide feedback about your experience.

COMPLAINTS&APPEALS

There are two ways to submit a complaint: by email or online via contact form selecting the appropriate category. All complaints and appeals are recorded in internal BV database and are treated confidentially. 

If your complaint concerns an organization certified by BVPL, you should first submit it to that organization. BVPL will only review submitted cases.

What happens after submission of the complaint?

• The first insight will indicate what is the matter of the registration and who will consider the case. 

• Acknowledgement of receipt of the inquiry is sent within 5 business days.

• Within 10 business days of receiving the complaint, the customer contact person and the technical department will take the first documented action, and further steps will be based on the communication and evidence provided by the complainant. A written response will be provided after a full and detailed investigation of the complaint. The deadline for closing the case is 4 weeks.

Who is responsible for consideration? 

It is always someone who was not involved in the case certification process, from among the technical manager, certification manager, or deputies. If the decision requires technical knowledge or competence, an independent expert is added to the investigation team.

What if I disagree with the certification decision?

The client has the right to submit a written appeal against the certification decision within 10 days of its issuance. A letter acknowledging receipt of the appeal will be sent within 5 business days. Appeals are reviewed within 20 business days of the notification date. BVPL must inform the appellant of the proposed resolution within 10 business days, and the appellant must provide their opinion within another 10 business days. A lack of an opinion is considered acceptance of the resolution proposed by BVPL. If BVPL rejects the resolution, the matter is referred to the Impartiality Committee, which prepares an assessment and opinion. BVPL makes the final decision and communicates it to the appellant within 5 business days of the Committee's decision. The appeal process can be made available to the client upon request. 

What if I’m dissatisfied with BV decision?

A customer may appeal the decision by submitting a complaint request to GMP+ International. This request will be resolved in accordance with the standard holder's Dispute Procedure, document F0.5.