For any person or company who wishes to complain about ADISA or a company certified by ADISA, we encourage you to do so in order for us to be aware of issues and identify where improvements / actions may be required. You can find below details of how to submit a complaint and also details how your complaint will be dealt, as well as information on how to escalate matters.
Complaining about a company which holds ADISA Certification (Product or Service)
If you are complaining about an ADISA certified member, 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 for the ITAD sector and the industry 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 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 email@example.com.
• For matters associated with Product Certification or general ADISA behaviour you are able to complain to the ADISA advisory council via firstname.lastname@example.org.
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.
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.