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The purpose of this page defines the process to be followed in the event that a complaint or appeal is received from an applicant, candidate, certified person, or another party regarding a certified person, or a decision directly relation to the certification process (Certification Complaint).
Those who wish to make complaints made directly to SITMA regarding its operations, for which the appears process is not pertinent (Operation Complaints)
Terms and Definitions
Complainant – the person or company that raises the complaint with SITMA. A complainant may act on behalf of another individual or company.
Certification Complaint – an expression of dissatisfaction, other than appeal, by any individual or organisation to SITMA, relating to the activities of that body or a certified person where a response is expected.
Operation Complaint – an expression or dissatisfaction made to SITMA, related to its services, procedures, policies, support, technology, employees or overall operations, where a response is expectation.
Appeal – a request by an applicant, candidate, or certified person for reconsideration of any decision made by SITMA related to their desired certification status.
Formally Raising a Complaint or an Appeal
The following guidelines are to be followed when raising either a complaint (certification or operation) or an appeal:
Process Overview
All complaints relating to a SITMA certified person, or the certification/assessment process are managed by the Scheme Manager, or a designated employee assigned by them. The designated SITMA employee should not have been part of the certification/assessment process of which the complaint is being raised against.
In case where the complainant is not satisfied with the review and decision made regarding the complaint, they may consider raising an appeal.
A SITMA process means that any subsequent appeals are handled by the SITMA Chairman, or designated employee assigned by them
Re-evaluation
Where an applicant, candidate, or certified person disagrees with a decision made by SITMA regarding their certification, or the assessment process, they must declare in writing the reasons for the disagreement to SITMA and ask for a re-evaluation.
This request must be made within 30 days of the issuance of SITMA’s initial decision. Re-evaluation requests received after 30 days will not be reviewed.
Requests for re-evaluation are not considered by SITMA to be complaints.
Where applicants, candidates or certified persons still disagree with the findings of a re-evaluation decision from SITMA, they should submit a formal certification complaint in writing to SITMA.
The complaint must be made within 30 days from the issuance of the re-evaluated decision. Complaints relating to re-evaluations received after 3o days will not be reviewed.
Certification Complaints
Certification complaints/assessment complaints should include personal information (full name, address, contact details) of the complainant, and the complainant’s person opinion about the assessment/decision, the reasons for disagreement with the decision reached during the initial decision re-evaluation, as well as the outcome being sought. SITMA will issue an acknowledgement of the complaint within 5 working days (where practicable).
As previously referenced, certification complaints will be managed by the Scheme Manager, or a designated SITMA employee assigned by them. The designated employee should not have been part of the certification / assessment process of which the complaint is being raised against. The complaint manager should consider the complainant’s explanation and evidence and provide a written response.
The complaint manager should issue their response within 90 days (where practicable). This response timeframe takes into account the complexity of the case in situations where the case involves multiple parties and necessitates a more comprehensive investigation.
If the complainant agrees with the outcome at this stage, the complaint process does not need to proceed further.
If the complainant is not satisfied with the outcome, then they may choose to file an appeal. This should be made within 30 days of the issuance of the SITMA’s formal decision.
If required, SITMA will take appropriate corrective actions which will be logged in accordance with ‘CAS001 – Corrective Actions Policy’.
All certification complaints, including actions taken will be tracked and recorded within SITMA’s QMS.
Note: The submission, investigation, and the decision on certification complaints will not result in any discriminatory actions against the complainant.
This is the day the complaint was received by SITMA
Complaints will be recognised and a response with your complaint number issued in 5 working days
The complaint will be investigated with a final response issued with 90 days.
Raising a Certification Complaint
Complaints should be reported to the Scheme Manager either by contacting us with the methods across.
Complaints should include the following information:
manager@sitma.org.uk
The Scheme Manager, SITMA, Unit 3 Tannery Road Industrial Estate, Tannery Road, High Wycombe, Buckinghamshire, HP13 7EQ
If the complaint is concerning another scheme member, the following additional information is also required:
Procedure Overview
Where complainants disagree with SITMA’s finding and decisions regarding the certification complaint, they then may proceed to the appeal stage, explaining the reasons for disagreement.
Appeals should be lodged made within 30 days of the issuance of the SITMA’s formal decision.
The appeal should include the complainant’s personal opinion about the assessment, the reasons for disagreement with the decision reached during the initial decision re-evaluation, as well as the outcome being sought. SITMA will issue an acknowledgement of the complaint within 5 working days (where practicable).
All appeals are managed by the SITMA Chairman, or a designated employee assigned by them. The designated SITMA employee should not have been part of the initial complaint or investigation.
There will be an advance fee lodged before an Appeal with a value commensurate with the financial risk assessed with the particular Appeal. Should this Appeal be successful, the advance fee will be returned. This is typically the cost of the time of the Independent as quoted.
The complainant may choose to object to the Independent, giving a clear reason as to why the objection has taken place.
Should the complainant and the Scheme not agree an Independent, SITMA will pass the complaint to the Government of the country that the complainant is complaining about. For instance, if the complaint is regarding an SITMA member in Scotland about work carried out in Scotland, SITMA will pass on details of the initial complaint, and details of SITMAs attempts to resolve the issue to the Scottish Government.
The appeal manager should issue their response within 90 days (where practicable). This response timeframe takes into account the complexity of the case in situations where the case involves multiple parties and necessitates a more comprehensive investigation.
Note: The submission, investigation, and the decision on appeals will not result in any discriminatory actions against the complainant.
Raising a Certification Complaint
Appeals should be reported to the SITMA Chairman either by:
chair@sitma.org.uk
The Chairman of the Board of Directors, SITMA, Unit 3 Tannery Road Industrial Estate, Tannery Road, High Wycombe, Buckinghamshire, HP13 7EQ
Process Overview
All complaints relating to a SITMAs operations, or it process/ procedures are managed by the Scheme Manager, or a designated employee assigned by them. The designated SITMA employee should not have been part of the operational process or procedure of which the complaint is being raised against.
In cases where the complainant is not satisfied with the review and decision made regarding the complaint, they may consider raising an appeal.
A SITMA process means that any subsequent appeals are handled by the SITMA Chairman, or a designated employee assigned by them.
Operation Complaints
Operations complaints will be managed by the Scheme Manager, or a designated SITMA employee assigned by them. The designated SITMA employee should not have been part of the operational process or procedure of which the complaint is being raised against. The complaint manager should consider the complainant’s explanation and evidence and provide a written response.
The complaint should include the complainant’s personal opinion about the disagreement, including the reasons for, and outcome being sought. SITMA will issue an acknowledgement of the complaint within 5 working days (where practicable).
The complaint manager should issue their response within 90 days (where practicable). This response timeframe takes into account the complexity of the case in situations where the case involves multiple parties and necessitates a more comprehensive investigation.
If the complainant agrees with the outcome at this stage, the complaint process does not need to proceed further.
If the complainant is not satisfied with the outcome, then they may choose to file an appeal. This should be made within 30 days of the issuance of the SITMA’s formal decision.
If required, SITMA will take appropriate corrective actions which will be logged in accordance with ‘CAS001 – Corrective Actions Policy’.
All certification complaints, including actions taken will be tracked and recorded within SITMAs QMS.
Note: The submission, investigation, and the decision on appeal will not result in any discriminatory actions against the complainant.
Raising a Operations Complaint
Complaints should be reported to the Scheme Manager either by contacting us with the methods across.
Complaints should include the following information:
manager@sitma.org.uk
The Scheme Manager, SITMA, Unit 3 Tannery Road Industrial Estate, Tannery Road, High Wycombe, Buckinghamshire, HP13 7EQ
SITMA will endeavour to keep the complainant or appellant up to date as far as is reasonably practicable throughout the course of any investigation and in cases with protracted periods of investigation will establish formal line of regular dialog.
At the end of all investigator process, the certification body shall provide those involved with formal notice of the decided out comes and options as appropriate
A malicious complaint is one that has been made with the intention of causing harm.
Examples of this could be:
Complaints that have been raised, investigated and found to be malicious in intent and founded will not be tolerated and will lead disciplinary actions in line with the Scheme’s code of conduct.
Ref: PUS013 – Issue 1.6
SITMA are committed to running impartial schemes. Our impartiality statement, GDPR data management, data, whistleblowing policies can be accessed using the links above. This also include SITMA’s full complaints procedure if you are not happy with SITMA’s service.
The Sound Insulation Testing & Measurement Association
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Tannery Road
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HP13 7EQ
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