Complaint Procedure

Complaints

SKG-IKOB strives for customers who are satisfied with the quality of our services. Both our service to our direct customers must be excellent, but also the end user must have confidence in, and benefit from, the certificates issued by SKG-IKOB. In the unlikely event that we do not meet your expectations, this can be reported as a complaint. Our quality system provides for a complaints procedure.

We distinguish two types of complaints:

• A complaint about SKG-IKOB. Are you a customer of SKG-IKOB and not satisfied with our services? You can report your complaint via Complaint.
• A complaint about one of our certificate holders. Has the company you hired (SKG-IKOB certificate holder) first been given the opportunity to resolve your complaint? If you cannot resolve your complaint together with the company, SKG-IKOB will handle it. Please note: if, after investigation, your complaint is not upheld, costs may be involved. You can submit a complaint about one of our certificate holders via Complaint. You will be asked to enclose proof that you first tried to resolve the complaint with the certificate holder. Without these documents, we cannot process your complaint.

Appeals

SKG-IKOB strives to exercise great care in carrying out its activities and in making (certification) decisions. Should you nevertheless object to a decision made by SKG-IKOB, we ask you to report this to us in writing. We will contact you within two weeks to discuss your objection. See also the Regulations for Attestation, Certification and Inspection of SKG-IKOB Certificatie B.V. chapter 4, concerning appeals.