Complaints and Appeals Policy

We are a friendly team and look forward to chatting with you about any issues that are of concern to your business. If you have an issue that you would like to raise with us, or are unsure about anything to do with our service, please write us on contact@verticalregistrar.com The VR complaints and appeals procedure has been put in place to ensure that our clients have a fair and unbiased avenue for raising complaints and appeals. If you feel that we have not done our best to satisfy your needs or you disagree with your assessment result, you may use the following avenues to voice your concerns. Our team of assessors and administration staff are trained in our procedures to provide you with excellent customer service and act in an ethical and professional manner. If you are unhappy with our processes or policies we would like to hear about it so we can have the opportunity to improve our policies. In the same way as we expect our certified clients to implement improvement processes, we also implement our own improvement systems. All complaints may be addressed to the Chief Executive Officer through email to complaints@verticalregistrar.com. All complaints are treated as confidential, and all complaints will be taken seriously and investigated. When your complaint is received it will be formally acknowledged and reviewed by the Chief Executive Officer and you will be kept up to date with the progress and outcome. If you disagree with assessment findings or decisions relating to your certification, you should at first discuss it with your lead assessor. If you are not satisfied with the outcome of this discussion then you should contact the Chief Executive Officer complaints@verticalregistrar.com. The Chief Executive Officer will review your appeal and in most cases organize a meeting to discuss the issue with you. In managing and reviewing complaints and appeals, the VR assessor/staff member involved will be excluded from the process. Our procedures also ensure that there will be no discrimination and that complaints and appeals will remain confidential.