Commitment to high-quality service
Certac is committed to providing a high-quality service to everyone we engage with. In order to do this, we need you to give us any comments about our service, and to tell us when we get things wrong. We want to help you resolve your complaint as quickly as possible.
We treat a complaint as an expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.
How to make a complaint
The most efficient way to lodge a complaint is by writing us at; firstname.lastname@example.org It would be useful, though not required, to put the term ‘Complaint’ in your subject field.
The complaint should have at a minimum the following information
IMPORTANT NOTE; anonymous complaint submissions will not be taken into consideration
Follow-up on your complaint
An acknowledgement will be sent to you within 2 working days from receipt of your complaint.
You will be informed of the progress of the investigation within 10 working days from the date of the complaint.
If the complaint cannot be resolved within 2 months, we will send an interim notification to you on the reasons and the expected deadline for the outcome of his complaints. All actions arising from complaints are to be closed, latest, within 60 days.