SGS Knowledge Complaints, Disputes
and Appeals Policy and Process
The process of responding to andaddressing complaints, disputes
and appeals is an integral part of ourcompany’s client relations and assuranceof customer satisfaction.
It is SGS policy that complaints andappeals shall be handled within areasonable timescale and as transparently
as possible, whilst fully respecting
principles and requirements ofconfidentiality and impartiality and will not
result in any discriminatory actions.
This document is applicable for any
complaint raised by a customer, potential
customer or any stakeholder who may
have concerns about or are dissatisfied
with any aspect of our service or theservice or performance of a company
certified by SGS.

© SGS Société Générale de Surveillance SA – 2022 – All rights reserved - SGS is a registered trademark of SGS Société Générale de Surveillance SA 464976

It is also applicable in the case of an
appeal by a customer against an SGS
decision or in any other dispute.

COMPLAINTS ABOUT SGS SERVICEOR PROCESSES.

If the certified company does not
respond satisfactorily to your complaint,SGS will investigate your complaint has
been managed in accordance with thecompany’s complaints process and thatthe company continues to comply
with the requirements of therelevant standard
The certification body shall retain the
anonymity of the complainant in relation
to the client, if the complainant
provides an adequate justification formaintaining anonymity.
b. Concerns or complaints about themisrepresentation or general activities
of a SGS certified Company
In any case where the complainant has
information about possible fraudulent,misrepresentative or other activitiesof the certified company inappropriate
to their certification, this should
be reported directly to SGS. Your
complaint will be acknowledged andyou will be given feedback about
the outcome.

Complaints should be addressed in thefirst instance to your local SGS office toinvestigate and respond. You will receive
acknowledgment, a review of the issue
will be initiated, and a response will bemade by a person independent of
the issue.

The complainant is recommended to
first contact the local SGS office or may
bring it directly to the attention of theappropriate accredited office, which
can be identified on the individual
certificate, on the appropriate Schemeowner website (e.g. FSC, BRC) or incertain cases at the SGS links below.

COMPLAINTS ABOUT A COMPANYCERTIFIED BY SGS.

Such complaints will be treatedconfidentialy and the identity of thecomplainant will not be made known tothe certified company.

SGS involvement in complaints against
certified companies is limited to review
and evaluation of whether the company
is in compliance with the requirementsof certification and requiring appropriate
action as a result. SGS will not becomeinvolved in individual cases of dispute.
a. Complaints about the performancedelivery of an SGS certified Company
A customer or interested party may
have reason to complain that an SGS
Certified Company has not deliveredor performed in accordance withagreed standards, products or services
within the scope of their accredited
certification. Complaints should in
the first instance be addressed withthe certified company to allow themto address the complaint within theirformal Management System complaints
process and to resolve with thecomplainant directly.

DISPUTES AND APPEALS
Where a complaint between SGS and acustomer cannot be resolved, and thecustomer does not accept SGS response,
an appeal can be made. Details will bemade available upon request to your local
SGS office. Ultimately disputes shall behandled in accordance with the rules ofaccreditation, legislation as specificallyapplicable in contract or normal legislation
within the country of operation.

• To assist in this process, complaints
and appeals should include thefollowing information:• Name and contact details of
the complainant• Clear description of the issue• Evidence to support each element
or aspect of the complaint or appeal(documents, locations, persons,dates etc.)• Receipt of a submitted complaint orappeal will be acknowledge by SGS;
• SGS will provide an initial response,including an outline of the proposedcourse of action to follow up on thecomplaint or appeal, within two(2) weeks;• SGS will keep the complainant informedof progress in evaluating the complaint
or appeal;• SGS will investigate the allegations
and specify all its proposed actions inconclusion to the complaint or appeal.
• SGS will finally notify the complainantwhen the complaint is considered tobe closed.

IMPORTANT REMARKS• In the case of a complaint or appeal
against a Non-Conformity, the Client
should continue to respond to / address
the Non- Conformity within the required
timescale as under some schemes
fixed time thresholds apply which may
impact the ongoing validityof certification.
• Some details relating to the outcome
may be protected by the confidentiality
clauses of the accreditation
requirements or by the SGS
certification contracts.
• Any party making a complaint has theopportunity to appeal their complaint
outcome first to the accreditationbody and ultimately to the appropriate
accreditation body’s dispute
resolution process.

SGS-ADDRESSES• SGS Offices Directory

COMPLAINT AND APPEALRESOLVING PROCESS• A complaint or appeal shall be
submitted in writing.

• SGS Forestry and Chain of Custody
Accreditations Contacts