TÜV Saarland Certification GmbH places great importance on the objective, transparent, and impartial handling of complaints and appeals related to its certification services.
Customers, as well as other affected or interested parties, have the opportunity to submit a complaint. A complaint may relate in particular to certification services, processes, communication, invoices, audit activities, or certification statements.
Complaints may be submitted via our contact form.
In addition, complaints may also be submitted to TÜV Saarland Certification GmbH by mail, telephone, or in person.
Upon receipt of a complaint, we will acknowledge it in writing. The matter will then be reviewed and evaluated, and appropriate actions will be defined and implemented where necessary. Once the complaint has been processed, the complainant will receive a written response.
An appeal is a request for reconsideration of a certification decision made by TÜV Saarland Certification GmbH.
Appeals may be submitted by certified clients as well as by applicants whose application for certification or participation in a certification program has been denied.
An appeal may relate in particular to the following matters:
Appeals against certification decisions must be submitted in writing, preferably by email to:
Alternatively, appeals may be sent by mail to:
TÜV Saarland Certification GmbH
Am TÜV 1
66280 Sulzbach
Germany
Please describe the matter clearly and comprehensively and, where available, include any relevant documents or supporting evidence.
All complaints and appeals are documented, reviewed, and processed in a traceable manner. To ensure impartiality, the evaluation is carried out by persons who were not directly involved in the matter being challenged or in the certification decision concerned.
The submission of a complaint or appeal will not result in any disadvantage to the individual or organization submitting it.