You are a customer of AFNOR Group
You wish to challenge a certification decision
. Send us your written claim within 15 days from the date of the decision (or information of the decision),
. We analyze your request and send another decision-maker if necessary,
. We inform you of the new certification decision, if any,
. You have the possibility to appeal this second decision,
. If so, we shall send a committee of competent external experts to make a new decision;
. We inform you of the new certification decision.
The challenge of a certification decision shall not have suspensory effect.
You are not satisfied with one of our services
(examples: audit services, commercial relations, documents transmitted...)
. You send us your written claim,
. We analyse your application and assess its admissibility;
. If your application is admissible, we analyze the causes of the claim,
. We shall determine the corrections and subsequent measures to be implemented, where appropriate;
. we inform you of our response.
Financial claims are not receivable when contractual conditions have been met.
You are not a customer of AFNOR Group
You wish to make a claim about a product, service, person or organization that we have certified
. You send us your written claim,
. We analyse your application and assess its admissibility;
. We inform you of our response,
. if your claim is admissible, we ask our certified client to process your claim,
. during the monitoring of the certification, we verify that the customer concerned has implemented the necessary corrective measures following your complaint,
. the decision-maker shall take into account the handling of the claim by the certified party in the certification decision.
To send us your complaint, contact:
AFNOR Certification: reclamationcertification@afnor.org
GUTcert GmbH: beschwerde@gut-cert.de
AFNOR UK Limited: enquiries@afnor.co.uk
AFAQ AFNOR Int. Tunisie: tunisie@afnor.org
AFNOR Asia Ltd. process available here:
Processes for handling requests for information, complaints and appeals
Contact: clients@afnor.tw
AFNOR Italia, process available here:
Regolamento per attività certificazione
Contact: italy@afnor.org
For other countries: international-network@afnor.org
