Complaints

If you would like to make a complaint about ADISA or a company certified by ADISA you can find details below explaining how you can submit your complaint, how your complaint will be dealt with and how to escalate matters if you are unhappy with the outcome. We encourage all comments as it helps bring awareness to any issues meaning we can identify where improvements and actions can be taken.

Complaining about a company which holds ADISA Certification (Product or Service)

If you are complaining about an ADISA certified company, please make sure that you lodge a complaint with them first. This should be documented and provide them an opportunity to respond.

If you do not receive a response or the response is not satisfactory, UKAS accreditation for ADISA ensures you have a route to complain to ADISA as the Certification Body.  Please note, the type of complaints able to be made to ADISA can only be about behaviour associated with certification and/or the code of conduct. For matters which are outside of that, and if the direct complaint to the company in question has not been sufficient to resolve your matter, you should look to legal channels as ADISA can only operate within the scope of its Certification Services.

To make a complaint about a company which holds ADISA Certification please complete the form via the button below..

ADISA will acknowledge your complaint within 2 working days and will investigate within 5 working days. You will receive a formal response within 30 working days of your initial complaint but please note, matters between ADISA and any certified company remain confidential at all times so your formal response may not contain certain types of information but will endeavour to provide as much information as possible.

Complaints regarding ADISA 

ADISA welcomes critique and challenges as we view it as an important part of continuous improvement and so for anyone or any company wishing to make a complaint or to share an observation you are encouraged to do so as follows.

Please complete the complaint form below and submit with as much information as possible.

ADISA will acknowledge your complaint within 2 working days and will investigate within 5 working days. You will receive a formal response within 30 working days of your initial complaint. If you are not happy that your complaint has been handled appropriately you are able to escalate as follows:

• For matters associated with Certification to Standard 8.0 you are able to complain to the ADISA advisory council via advisory@adisa.global.
• For matters associated with Product Certification or general ADISA behaviour you are able to complain to the ADISA advisory council via advisory@adisa.global.

Please be aware that the advisory council is made up of individuals working for companies who are certified or who have vested interests in certification schemes. In this regard the disclosure of information via email should be assessed for company confidentiality before sending.

Please note: If you are a current certified company and wish to complain about an audit or certification process, you should follow the appeals procedure which is available in the Scheme Manual.

 

 

 

 

 

 

Vexatious Complainants

ADISA is takes all complaints seriously and as face value to permit fair and impartial assessment. However, in a small minority of cases, some parties choose to make complaints without grounds, based on false pretences or simple in order to be problematic.

ADISA follows the lead set by UKAS and has adopted the Local Government Ombudsman’s (LGO) definition of “unreasonable complainant behaviour” and “unreasonable persistent complaints” and this will be used when determining if a complainant should be considered vexatious.
Where a complainant has been deemed to be vexatious, ADISA reserves the right to restrict contact with the complainant but in any such cases, the complainant will be informed citing the reasons why a decision has been made to restrict contact, including details of the arrangements, and the length of time any restrictions will remain in place.

 

ADISA Complaints Process - Infomercial