Complaints and Appeals

Complaints and appeals should be submitted in writing from the complainant or appellant. Submissions should include the following:

• Complainant or appellant name and contact details
• Description of the complaint or appeal
• If available, evidence for the complaint or appeal

LBMC will create a record of the submission to track progress to resolution, and will assign personnel not involved in the original audit activity to:

• Evaluate and validate whether the claim relates to audit activities.
• Determine whether a complaint relates to a certified client, then examine the complaint to determine relevance to the effectiveness of the certified management system. Any valid complaint about a certified client will also be referred to the certified client in question.
• Acknowledge, in writing, receipt of the submission.
• Investigate the submission, considering all information submitted and all audit documentation.
• If the investigation extends past 30 days, provide submitter a status update.
• Review decision with Project Lead or above.
• Notify submitter, in writing, of decision. The decision will be explained, and any supporting documents provided. Submitter will also be advised that the response concludes the handling of their submission.