Appeals and Complaints

The appeal differs from a complaint because it does not necessarily imply dissatisfaction with the services or products purchased by a certified client. An appeal is a request addressed to the CB FAKT Certification Services for the reconsideration of a decision taken by the CB with regard to the subject matter. An appeal may only be lodged by the certified client, during the certification process or as another party involved in the services provided by the CB.

A complaint, on the other hand, is used to express the dissatisfaction of any type of user (consumer, Certification Body, Public Administration, etc.) with the provision of a service or with the purchase of a product supplied by an organisation certified by our CB.

Before submitting a complaint or an appeal, it is necessary to verify that the issue reported actually concerns behaviour attributable to the certification activities carried out by FAKT Certification Services. The CB will only process messages that fall within its functions and responsibilities.

Before lodging a complaint or an appeal, you are kindly requested to read our regulation RG01, section 10, which describes the process in detail.

To submit appeals and complaints, you can download the Appeals and Complaints Form from the "Download" section and send it duly completed:

• by e-mail: reclami [at] faktcertificationservices [dot] com

Privacy notice for appeals and complaints

The personal data entered in the Appeals and Complaints Form and in any communications sent by e-mail will be processed by FAKT Certification Services S.r.l., as Data Controller, exclusively in order to:

• manage and assess the complaint or appeal received;
• carry out internal analyses and any corrective actions that may be necessary;
• comply with legal obligations and with requests from the competent Authorities;
• protect the rights of the Controller in judicial or extrajudicial proceedings.

The processing of personal data is carried out in compliance with Regulation (EU) 2016/679 ("GDPR") and as described in the website privacy notice, which provides full details on the purposes and legal bases of the processing, the data retention periods, the categories of recipients and the rights granted to data subjects.

For further information, please refer to the full Privacy Policy available in the "Privacy" section of this website.