Complaints

A complaint is an expression of dissatisfaction sent to DNV, usually related to how we manage and deliver our services or to the performance of a DNV certificate holder. Complaints can be raised by any stakeholder in the certification process – this can include our existing customers, scheme owners, regulatory bodies and third parties (e.g. a customer of our certified customer).

A complaint can be recorded by completing this form. The handling process is as follows:

• The received complaint will be registered by the relevant local unit within DNV;
• A person responsible for the handling of the complaint will be appointed and relevant management will be notified;
• An initial response will be sent to the complainant to acknowledge receipt of the complaint;
• Once validated, the complaint will be analysed and any corrections and corrective actions will be implemented;
• A written response will be sent to the complainant with the outcome of the process and DNV’s decision, which will have been made by, or reviewed and approved by, an individual not previously involved in the subject of the complaint.

If your complaint relates directly to the organisation holding a DNV certificate, you should first raise it directly with the organisation, and give them a chance to respond, before contacting DNV.

Confidentiality

Complaints addressing the performance of one of our customers will normally be forwarded to the customer for their considerations and response. All other complaints will be kept confidential unless otherwise agreed with the complainant.

Appeals

An appeal can be raised when a stakeholder does not accept a decision made by DNV related to a certification.

An appeal can be recorded by completing this form. The handling process is as follows:

• The received appeal will be registered by the relevant local unit within DNV;
• A person responsible for the handling of the appeal will be appointed and relevant management will be notified;
• An initial response will be sent to the appellant to acknowledge receipt of the appeal;
• Once validated, the appeal will be analysed and any corrections and corrective actions will be implemented;
• A written response will be sent to the appellant with the outcome of the process and DNV’s decision, which will have been made by, or reviewed and approved by, an individual not previously involved in the subject of the appeal.