Complaints Handling

1Who can complain and how

Clients and other stakeholders may send a complaint to UGG in writing, by email or letter. The Operation Manager emails the Complaint Form (UGG-FM-16) so the details can be set out in a structured way, which helps us investigate and take suitable corrective, preventive or improvement action.

2First checks

1. On receiving a complaint, the Operation Manager confirms whether it relates to certification activities UGG is responsible for, including the conduct of our office and audit personnel.
2. If the complaint concerns a certified client, the investigation considers the effectiveness of that client's certified management system. A valid complaint about a certified client is referred to that client at an appropriate time.

3Investigation and decision

1. The Operation Manager receives the complaint and gathers and verifies all the information needed to validate it.
2. Whenever possible, the Operation Manager acknowledges receipt, then gives the complainant progress reports and the result.
3. The General Manager convenes a meeting to review the complaint and responds in consultation with the Operation Manager.
4. The decision communicated to the complainant is made, or reviewed and approved, by people not previously involved in the subject of the complaint.
5. The process covers receiving, validating and investigating the complaint, deciding the response, tracking and recording it, and making sure any appropriate correction and corrective action is taken.
6. At the end of the process the complainant receives formal notice of the outcome.

4Confidentiality and fair treatment

1. The complaints process is confidential for both the complainant and the subject of the complaint.
2. Submitting, investigating and deciding a complaint never results in discriminatory action against the complainant.
3. UGG decides together with the client and the complainant whether, and to what extent, the subject of the complaint and its resolution are made public.

5Timelines and records

Complaints are resolved in a timely manner and answered in writing. Records of complaints and their resolution are kept for the retention time set in the UGG Master List of Files.