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Results

Complaint handling

You are a customer of AFNOR Group

 

You wish to challenge a certification decision (or qualification 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.

*For an inspection, specific modalities exist: contact us for more information (see contact details below)

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 (or qualified)

. 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.

*For an inspection, specific modalities exist: contact us for more information (see contact details below)
 

To send us your complaint, contact:

AFNOR Certification: reclamationcertification@afnor.org

GUTcert: 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@bellcert.tw

AFNOR Italia, process available here: 

Politica AFNOR

Regolamento per attività certificazione

Privacy policy

Contact: italy@afnor.org

 

For other countries: international-network@afnor.org