Appeals by Clients

1Who can appeal and how

A client may appeal against a UGG decision to reduce the scope of, suspend or withdraw its certification. Appeals are made in writing, by email or letter. When a client tells us it wants to appeal, the Operation Manager provides the Client Appeal Form (UGG-FM-17) to complete.

2Who decides

1. The General Manager convenes a meeting to review the appeal and responds in consultation with the Operation Manager. The General Manager is responsible for all decisions at every level of the appeals process.
2. The people handling an appeal are different from those who carried out the audits and made the certification decision.
3. The decision communicated to the appellant is made, or reviewed and approved, by people not previously involved in the subject of the appeal.

3How an appeal is handled

1. We receive, validate and investigate the appeal, then decide what action to take in response, taking into account the results of previous similar appeals.
2. The appointed person gathers and verifies all the information needed to validate the appeal.
3. The Operation Manager acknowledges receipt, and gives the appellant progress reports and the result.
4. Appeals and the actions taken to resolve them are tracked and recorded, and any appropriate correction and corrective action is taken.

4Fair treatment

Submitting, investigating and deciding an appeal never results in discriminatory action against the appellant.

5Outcome and records

Appeals are resolved in a timely manner and answered in writing. At the end of the process the General Manager gives the appellant formal notice by letter, sent by email and by registered post. Records of decisions are kept for the specified retention time.