Claims Processing

You are an AFNOR Group customer

You wish to contest a certification decision

. Send us your written complaint within 15 days of the date of the decision (or information about the decision),
. We will analyze your request and send another decision-maker if necessary,
. We will inform you of the new certification decision, if any,
. You can appeal against this second decision,
. In this case, we send a committee of competent external experts to make a new decision,
. We will inform you of the new certification decision.

Contesting a certification decision has no suspensive effect.

You are not satisfied with one of our services
(examples: audit services, commercial relations, documents sent...)

. You send us your written complaint,
. We analyze your claim and assess its admissibility,
. If your claim is admissible, we analyze the causes of the complaint,
. We determine what corrective action, if any, needs to be taken ;
. We will inform you of our response.

Financial claims are not admissible if the contractual conditions are met.

You are not an AFNOR Group customer

You wish to make a complaint about a product, service, person or organization that we have certified.

. Send us your written complaint to
. We analyse your request and assess its admissibility;
. We inform you of our response,
. If your complaint is admissible, we ask our certified customer to process your complaint,
. During the certification follow-up, we check that the customer concerned has implemented the necessary corrective measures in response to your complaint,
. The decision-maker takes the certified client's handling of the complaint into account in the certification decision.

To send us your complaint, please contact us via our contact form, or read the specific conditions indicated below for the countries concerned:

AFNOR Asia Ltd : Processes for handling requests for information, complaints and appeals

GUTcert, available here: https: //www.gut-cert.de/