Management of Appeals and Complaints
The process of handling claims is an integral part of our corporate philosophy of customer service, aimed at meeting client needs and responding quickly to their requests. Our mission is focused not only on client satisfaction but also on maintaining consistently high quality that adds value to our services, and on seeking opportunities to improve all of our processes.
Handling claims certainly deserves special attention. For this reason, we have implemented a system for streamlining the submission of client claims, allowing us to respond as quickly as possible. Since client satisfaction and the speed of resolving potential client claims are extremely important to us, this process can also serve as an excellent tool for improving our services.
Complaint Management
If, for any reason, you are not satisfied with the services of Bureau Veritas Certification or with the services of companies certified by Bureau Veritas Certification, we are ready to review your complaint. Your submission will allow us to quickly resolve the issue within the company or organization we have certified.
How to File a Complaint?
You can submit a complaint by filling out an online form, the details of which will be sent directly to the technical department of Bureau Veritas Certification.
More detailed information on complaint management can be found in the Policy on Managing Client Appeals and Complaints, which also includes information on the Bureau Veritas Certification Appeals Process.
Policy for managing customer appeals and complaints
DownloadComplaints and appeals regarding RSPO supply chain certification services are handled through a separate process — Claims Management under RSPO Certification.
Claims management within the framework of RSPO certification
DownloadComplaints and appeals regarding forest certification services are handled through a separate process — Claims Management under Forest Management and Chain of Custody Certification.