AR
EN
5 Working Days
Acknowledgment of receipt for all complaints and appeals
Confidential
All submissions are handled with full confidentiality
Impartial Review
Decisions made by personnel not involved in the original activity
Key Definitions
📩 Complaint
An expression of dissatisfaction with TUV United's certification activities or decisions, where a response is expected.
⚖️ Appeal
A formal request for reconsideration of a decision made by TUV United regarding certification activities.
👥 Complaints & Appeals Committee
A group of impartial personnel responsible for evaluating and deciding on appeals — not involved in the original audit or decision.
📋 Scope
Applies to all complaints and appeals submitted by clients, certified organizations, or other interested parties.
How to Submit
Send your complaint or appeal directly to our certification department by email.
Website Form
Use our online contact form to submit your complaint or appeal.
Written Submission
Submit a written letter or document to TUV United offices.
Handling Complaints
Complaints are managed through a fair, objective, and timely investigation process. TUV United is responsible for all decisions at all levels.
Receive & Log
Complaint received and logged in the Complaints and Appeals Form (F-01/PR-07).
Validate & Acknowledge
Quality Manager confirms it relates to TUV United's certification activities. Acknowledgment within 5 working days.
Refer (if applicable)
If the complaint relates to a certified client, TUV United informs that client and examines their management system.
Investigate
Impartial investigation through document reviews, interviews, and site visits if necessary.
Decision
Decision reviewed and approved by personnel not previously involved. Documented in Complaint Report (F-02/PR-07).
Communicate
Final decision communicated to complainant with formal notice of completion. Public disclosure determined jointly.
Handling Appeals
Appeals are a formal request to reconsider a certification decision. Personnel handling the appeal are always different from those who conducted the original audit.
Receive & Log
Appeal received and logged in the Complaints and Appeals Form (F-01/PR-07).
Validate & Acknowledge
Quality Manager validates the appeal relates to a certification decision or activity. Acknowledgment within 5 working days.
Investigate
Independent reviewer gathers and verifies all necessary information, considering results of previous similar appeals.
Committee Decision
The Complaints and Appeals Committee — comprising members not previously involved — evaluates the appeal and decides.
Track & Communicate
Actions tracked in Appeal Report (F-03/PR-07). Final decision communicated to the appellant with formal conclusion notice.
🔒 Confidentiality & Non-Discrimination
All complaints and appeals are handled confidentially to protect the interests of the complainant or appellant.
Submission, investigation, and decision-making shall not result in any discriminatory actions against the complainant.
TUV United is responsible for all decisions at all levels of both the complaints-handling and appeals-handling processes.
Ready to Submit?
Use our secure online form to submit your complaint or appeal formally. We acknowledge receipt within 5 working days.
Or email us directly: info@tuvunited.com.sa