Complaints Policy and Procedure
Global Confirmatory and Accreditation Bureau (GCAB) is committed to providing a high standard of service to all our stakeholders. We take complaints seriously as they provide us with an opportunity to improve our services. This policy outlines our approach to handling complaints and the procedure for making a complaint.
Complaint Policy
Scope
This policy applies to all complaints received by GCAB regarding our accreditation processes, decisions, or services.
Objective
The objective of this policy is to ensure that complaints are dealt with promptly, fairly, and confidentially, and that appropriate action is taken to address the issues raised.
Responsibility
It is the responsibility of all GCAB staff to handle complaints in accordance with this policy and procedure.
Complaint Procedure
Making a Complaint
Complaints should be made in writing and sent to complaints@gcabusa.com. The complaint should include details of the issue, the name of the complainant, and any relevant documentation.
Acknowledgement
Upon receipt of a complaint, GCAB will acknowledge the complaint within 5 business days.
Investigation
Complaints will be investigated promptly and impartially by a designated complaints officer.
Resolution
GCAB will aim to resolve complaints within 30 days of receipt. If more time is needed, the complainant will be informed of the delay and the reasons for it.
Outcome
Once the investigation is complete, GCAB will communicate the outcome to the complainant in writing. If the complaint is upheld, GCAB will take appropriate action to address the issues raised.
Appeals
If the complainant is not satisfied with the outcome, they may appeal the decision. Appeals should be made in writing to appeals@gcabusa.com within 14 days of receiving the outcome.
Confidentiality
GCAB will treat all complaints and related information confidentially, in accordance with applicable privacy laws and regulations.
Feedback
GCAB welcomes feedback on our complaints handling process to help us improve our services.
Review
This policy will be reviewed regularly to ensure that it remains effective and compliant with relevant laws and regulations.
