Complaints Policy and Procedure

What to do if you wish to make a complaint.

Complaints Policy

The Certifying Body (CB) ‘in2secure believes that all stakeholders should feel that their concerns or complaints can be voiced and will be considered seriously.
The CB requires that all concerns and complaints are be dealt with as soon as possible. Usually, the best way to achieve this is through informal discussion but formal procedures are provided if this fails to resolve the issue. The CB must inform IASME of any significant complaints, or appeals, regarding all certifications, including Cyber Essentials. Where these relate to third party schemes, IASME may relay the details onward to the scheme owner.

1.1 Record Keeping

There will be an audit trail for all complaints:

  • All documentation regarding complaints (including notes of any related meetings and telephone calls), the action taken, and the final outcome will be recorded.
  • Records on complaints will be kept for 3 year(s) from closure of complaint (including any appeal).
  • There shall be clear communication in writing throughout the handling of the complaint and a copy of all written communication should be retained.

1.2 Monitoring and evaluating the policy

The Directors of the CB will monitor complaints and review the outcomes and ensure that any underlying issues identified by complaints are addressed.
Directors will also monitor the operation of the procedures to ensure their effectiveness and will make changes where necessary.

Complaints Procedure

Stage 1 Informal discussions with members of the Company’s staff

Most concerns and potential complaints can best be resolved through informal discussion with the relevant member of the CB. Therefore, any complaint or concern should be raised promptly with the Assessor, Line Manager or member of the CB’s Senior Management.

If you are unhappy about speaking to the Assessor, you may make an appointment to discuss the complaint or concern with another director.

All CB staff will make every effort to resolve your problem promptly at this informal stage.

Complaints made to anyone other than the Assessor – for instance to a director – will be referred to the appropriate member of staff as above.

Stage 2 Formal complaint to the Senior Management

If you are dissatisfied with the response at stage 1 then you may make a formal complaint. To do so, you must write to the directors responsible and set out the details of the complaint. You can do so by letter or email (see contact details below).

The director will investigate the complaint and respond in writing. This will normally be within ‘3’ working days of your letter or email, but you will be informed if more time is needed to complete the investigation.

If your original complaint or concern was about an action by our operations director then you should put your complaint in writing to the technical Director (or vice versa) using the procedure in stage 3, below.

Stage 3 Formal complaint to the CB Board

If you are not satisfied with the directors’ response, or if your complaint is about a director, you may refer the matter to the CB Board. To do so you should write to (or email) the CB Board setting out the full details. Relevant Board members will meet to hear the evidence and decide on any action required. This will normally be arranged within ‘3’ working days of your complaint being received, depending on the availability of all concerned. You will be invited to speak to the meeting if you so wish and you may be accompanied by a colleague or representative. After the meeting you will be advised of the outcome in writing. This will normally be within ‘3’ working days of the meeting.

For most complaints the decision of the CB Board is final.

The procedures above should be able to deal with most problems relating to certification activities. If you are not happy with the responses provided by the CB you can get further advice and information from the governing body – IASME

1.3.1 CB contact details:

The Senior Management, the Board or other members of staff can be contacted through the Company. Write to:

  • in2secure Limited
  • 1 Hillside, Hartwell,
  • Northamptonshire, NN7 2HJ

or email: [email protected]