Appeals & Complaints

First, we check whether the facts described fall within the scope of a certification and whether they can already be assessed on the basis of the information and the documents submitted.

If there are any uncertainties, we clarify the facts further. To this end, we usually request a statement from the certified organization concerned and forward the complaint to it.

The certified organization reports to us and explains its position.

If the examination shows that there is nothing to complain about with regard to the certified organization, we inform you as the complainant.

However, if it turns out that we as a certification body must intervene, we will deal further with the organization in question. If there is sufficient evidence, we can, for example, initiate a special audit of the organization concerned. However, for reasons of confidentiality, we cannot provide information about the outcome of this audit. 

As the complainant, however, you will in any case receive a final letter regarding your personal complaint.

Please complain in writing so that we can process your concern. You may submit complaints by mail or email. 

Please send the complaint to
CERTIVATION GmbH
Am Seitenkanal 8
49811 Lingen (Ems)

Of course you can also use our contact form.

Always state the facts of the case and the reason for the complaint. Attach appropriate supporting documents. Without this information, we cannot process the complaint.

To formulate your complaint correctly:

• State your name and address.
• Please describe your problem as accurately as possible.
• If applicable, include the name and address of the certified organization about which you are complaining.
• Attach any evidence or documentation that will help you understand the complaint. This may include certificates or screenshots.

It is usually necessary to ask the certified organization about the facts of the complaint. The easiest way to do this is for us to forward the complaint letter to the organization directly. A prerequisite for this is that you allow us to disclose your identity. Please give us your consent together with the submission of the complaint. We guarantee that, of course, investigations and decisions on complaints directed against CERTivation itself or against auditors working for CERTivation will not lead to discriminatory actions against the complainant.

If you do not consent to the disclosure of your identity, we will protect your anonymity as much as possible, as we are committed to the effective protection of whistleblowers. However, please note that - despite our confidential handling of the complaint - the certified organization may be able to infer your identity from the details of the facts. All information and details provided to us with the complaint will be used, without limitation, to verify the complaint, so that it may also become known to the organization. If you do not wish to do so with respect to certain information, please do not share it.