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Complaints Handling Policy
How complaints and appeals are raised, investigated and answered, and by when.
Complaints and Appeals Defined
Complaints and appeals are both covered here, and both are welcome.
- Complaint. Any expression of dissatisfaction with a service arranged through cmmcalibrationmemphis.com, or with a certificate or report issued in connection with one.
- Appeal. Reconsideration of a decision already taken: a statement of conformity, the rejection of an item at review, or the outcome of an earlier complaint.
Both are handled under this policy. Complaints are read as evidence about the process, not as a nuisance.
This version was published 09.10.2026.
Raising a Complaint or Appeal
Complaints and appeals may be submitted through the contact page, which lists the contact details for the desk that receives them.
It helps to include:
- the quotation or certificate number
- the item concerned, and the date of the work
- what was expected, and what occurred
- the outcome sought
Complaints are accepted in any form. Acknowledgement is not delayed by a missing reference number.
How Complaints Are Investigated
Three (3) business days after a complaint is received, it is acknowledged.
What follows is recording, validation, and investigation by someone who took no part in the work being complained about, so the review stays impartial; if an external laboratory performed the work, that laboratory is engaged in parallel, and its findings become part of the response.
Within twenty (20) business days of acknowledgement, a written response goes out with the findings, the decision and any corrective action. Should the investigation run long, an interim response is sent instead, giving the reason and a revised date. The people who gather and verify the evidence, and who decide the outcome, are competent to judge the technical question at issue.
Appealing the Outcome
If the outcome is not accepted, an appeal may be made within thirty (30) days of the response. Appeals are reviewed by someone who took no part in the original decision, and the appeal decision is issued with reasons within twenty (20) business days.
Where the work was performed by an accredited laboratory, a matter that remains unresolved may be escalated to that laboratory's accreditation body.
Records and Fairness
Complaints, appeals, investigations and outcomes are recorded and retained, and the record is reviewed periodically for patterns that point to a systemic cause. Corrective actions are tracked through to closure, and their effectiveness is checked afterwards.
Customers who raise a complaint or an appeal are not disadvantaged for it, and the handling of their other work is unaffected. The management arrangements this process sits inside are set out on the quality system page.