Complaints Policy of Simply Certification Ltd

Last update: 29.01.2026

Simply Certification Limited views any complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
• To make sure all employees and contractors at Simply Certification Ltd know what to do if a complaint is received
• To make sure all complaints are investigated fairly and in a timely way
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired
• To gather information which helps us to improve what we do

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility & Review

Overall responsibility for this policy and its implementation lies with the Strategy and Marketing Director. This policy is reviewed regularly and updated as required.

Complaints Procedure

Publicised Contact Details for Complaints:

Written complaints may be sent to:

Simply Certification Limited
Quay Corner
Church Bank
Jarrow
Tyne and Wear
NE32 3HH

or by e-mail at hello@simplycertification.co.uk

Verbal complaints may be made by phone 0191 323 3960

Our Process

Stage One

In the first instance, once a complaint is received and logged by our team, an acknowledgement will be issued with 2 working days. A member of our Compliance and Product Team will be assigned to complete a full investigation of the circumstances and any evidence received from the complainant. A response will be issued within 4 weeks, including a report of all findings and an outcome.

If the complainant remains dissatisfied with this outcome, the complaint can be escalated to Stage Two.

Stage Two

If a complaint is escalated to Stage Two, it will be assigned to the most relevant Senior Manager, who will review the complaint and outcome, and issue their own final written response within 4 weeks of the complaint handover.

If the complaint remains unsatisfied, the complaint will be escalated to Stage Three.

Stage Three

A Stage Three complaint will be delegated to the Managing Director, who will complete an independent investigation into the complaint, evidence and previous responses given by the team. Within 4 weeks of the complaint’s escalation, they will provide their own response.

If the complainant remains dissatisfied with the responses, the complaint will be escalated to the Final Stage.

Stage Four

Final Stage complaints will be referred to Simply Certification’s Impartiality Committee. The committee is made up of a selection of volunteers who are impartial to the business and hold industry expertise. The committee meets quarterly, so the complaint, any evidence and previous responses given by Simply Certification will be reviewed at the next planned meeting. Due to the quarterly scheduling of the Impartiality Committee meetings, please allow up to 3 months for an outcome. The outcome will include a report of the issues discussed during the Impartiality Committee meeting and the final decision made by the committee.

Variation of the Complaints Policy

The Directors may vary the policy for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the Managing Director will not also have the Managing Director as the person leading a Stage Two review.

Complaints about our Certified/Registered Business

If you have a complaint about one of our certified customers that you have tried to resolve directly with them, but you are not happy with the outcome, you can escalate this to Simply Certification.

You must complete our Complaint Form so that all the relevant information is collected. If you are unable to complete the form, please contact us via telephone so that we can advise you of an alternative route. Please note, wherever possible, we do not accept telephone calls to ensure the information recorded is clear and accurate.