Information for clients

Information for clients

Appeals and complaints

If you need to lodge a complaint or appeal, especially in relation to a certification decision or assessment outcome, in the first instance, please contact your local office. A member of our team, the "recipient of the complaint", will provide assistance with your request.

The recipient of the complaint is required to pass the information to the Certification Manager who will then judge whether the complaint or appeal relates to activities for which Ricardo Certification is responsible and, if so, whether Ricardo Certification, and who within Ricardo Certification, shall deal with it.

The investigation and ultimate decision regarding how to address the complaint or appeal shall be performed either by the recipient or by the Certification Manager, and this shall not result in any discriminatory actions. This decision will be reviewed and approved by the HSEQ Manager who is independent of the certification / inspection activity against which the complaint or appeal has been raised.

If the complaint or appeal is judged to be relevant, then the recipient of the complaint or appeal shall enter its details into the Ricardo Improvement Tool (RIT) through which it will be investigated and tracked. The RIT process is described in HSQ-HT-018 Improvement and details of this process can be provided to third parties upon request.

The recipient of the complaint or appeal is required to provide the complainant with progress reports and shall communicate the outcome of the investigation. The recipient shall give formal notice of the end of the complaint and appeals handling process to the complainant or appellant. In addition, more general feedback is welcomed, and is best handled by your local office.

Financial

Ricardo Certification charges fees to clients for the independent assurance and testing activities it performs, and this is its only source of income.

Fees can vary considerably and will reflect the particular services provided, timescales and scope of work. They will typically be based on the number of days effort required to perform the work required.  Fees are agreed through the provision of a proposal from Ricardo Certification for the services provided, based on documentation and discussion of details with potential clients.  If you wish to discuss a potential commission, and determine the likely fees please contact your local office.

Processes and procedures

Ricardo Certification is accredited by UKAS, RvA, and DANAK, against either ISO 17065 or ISO 17020 or ISO 17025 depending upon the scope of each particular accreditation.  The services which Ricardo Certification provides are defined in service manuals which sit underneath a top-level manual RC-MD-001, which defines the general set up and organisation of the company.  Specific services use an evaluation scheme related to their scope, and are defined in the service manuals, and embodied in a plan that is produced.  More details are available upon request from local offices.

Rights of Applicants/Clients

The rights (and duties) of applicants for each particular service are defined within the relevant Domain Manuals and embodied also in client proposals, and also include the right to appeal certification decisions, and complain if the service provided is insufficient.