Customer charter
What every client can hold us to
Eight commitments, written to be quoted back at us. If an audit, a report or a decision falls short of them, say so: the last of the eight is the route for doing exactly that.
01
A named auditor, competent for your scope
You are told who will audit you before the audit is scheduled, and which standards, sectors and technical areas their competence covers. An auditor is assigned to your scope or not assigned at all.
02
Audit duration you can check
Your audit time is calculated with the accreditation body's mandatory formula from your effective headcount, scope, complexity, risk category, sites and combined standards. We show you the inputs we used, not just the total. Duration is not a negotiation.
03
No surprise invoices
A fixed quotation against a written scope statement, and no charge for the quotation itself. A change of scope, headcount or sites is priced and agreed in writing before it costs anything.
04
Findings you can act on
Every finding names the clause it fails, the evidence we saw and why that evidence falls short. Graded major, minor or opportunity for improvement, in language your leadership can act on without a translator.
05
Reports within five working days
Your Stage 2 findings report reaches you within five working days of the closing meeting, and Stage 1 and surveillance reports follow the same period. Nothing in the report is new to you: findings are raised and explained at the audit.
06
Confidentiality by default
What an auditor sees stays with the audit team and the reviewer who takes the decision. We name no client as a reference without written permission, and disclose only what accreditation and the law require.
07
No consultancy, and the reason why
We cannot design, document or implement your management system, and we cannot run your internal audits. ISO/IEC 17021-1 prohibits it, because an auditor cannot objectively assess work they produced. Where you need that help, we keep a directory of independent consultants: we take no fee for a referral, and using one carries no weight in the decision.
Find an independent consultant08
A route to complain and to appeal
You can complain about any part of the service and appeal any certification decision. Both are reviewed by people who were not involved in what you are challenging, and the outcome comes to you in writing.
Raise a complaint or appeal
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Get a quotation, or transfer the certificate you already hold.
Tell us your standards, the scope you want covered, your effective headcount and your sites. You will get a scope statement and a fixed quotation, with audit duration calculated from the accreditation body's mandatory formula.