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How to submit a complaint ?
The quality of recording and management of conflicts reflects the level of reliability, credibility and integrity of a certification system.
An efficient response, adapted to the complaints received, represents a way of protecting all concerned parties (2BS, certification bodies, certified customers and other users …) against errors, abusive use or omission.
A formal procedure may be drafted in writing. It should be clearly defined and contain basic information concerning the plaintiff (name and company name) so that the complaint can be dealt with quickly, openly and impartially.
Your complaint can be sent electronically via the form below or by regular mail to the following address:
2BS
11, Rue Monceau – 75008 Paris – France
The complaint procedure is strictly confidential. 2BS will not disclose the complainant or information about the complaint to third parties while the investigation is ongoing, unless required by law.
Complaints must:
- Be submitted by using the complaint form on the 2BS website (form below);
- Contain basic information about the complainant (name, address, contact information) and, if applicable, the organisation and position in the organisation;
- Include a clear and concise description of the complaint, including the relevant circumstances and the stakeholders/parties involved, so that any impartial person or parties can clearly understand the current situation;
- Attach as much evidence as possible to support the complaint.
This complaint form is applicable to complaints transmitted directly to 2BS against a certified operator and /or a recognised certification process in line with the 2BS certification process.
If the complainant does not accept 2BS’ decision on the complaint, the Ethics Committee may have an advisory role in ensuring the investigation and complaint procedure flow is carried out in accordance with the procedure, with independence and impartiality in case of a dispute.
As a result of a complaint, 2BS may find non-conformities. 3 types of non-conformities may arise:
a) non-conformity related to 2BS
2BS initiates an internal audit to formalize the report and implements one or more corrective and curative actions.
b) non-conformity related to the Certification Body
2BS initiates an integrity program to formalize the report and makes a request for corrective action. Once the corrective action is implemented by the certification body, 2BS closes the non-conformity after validation.
c) non-conformity related to the economic operator
When a non-conformity is suspected, 2BS includes the certification body of this economic operator in the process. The CB initiates an exceptional audit in order to formalise the report and requests a corrective action. An additional audit is performed to close the non-conformity.
To learn the complaint’s treatment procedure diagram, click here.
Submit a complaint by completing the form below
