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This page relates directly to PUS013 which can be requested by contacting admin@bcta.group
The purpose of this document is to define the process that should be followed when raising either a complaint or an appeal, this document will also make transparent the process that SITMA follows for the handling of complaints and appeals.
All complaints that arise will be dealt with promptly, professionally and transparently in like with the Scheme’s Quality Management Process.
The approach adopted is to understand the root cause of a complaint, investiage and resolve it wherever possible and report of the validity of teh claim. This is aimed at further developing our services using an ethose of continous improvement.
SITMA does not limit who can and cannot make a complaint and have provided a list below:
The above list is not exhaustive and SITMA will deal with any other complaint in the same fashion. For any complaint received, there is no charge to investigate the complaint by SITMA. Should financial outlay be required to resolve a complaint, such as verification testing, calibration, other services such as legal advisors and similar professional fees, this will be assessed, and a suitable arrangement made between the parties for covering these liabilities.
Complaints can be reported by email, or in writing to SITMA by providing the following information
For Complaints concerning Scheme Members, the following additional information will be required;
Complaints should be reported to the Scheme Manager either by:
Email: manager@sitma.org
In writing to: The Scheme Manager, SITMA, Unit 3 Tannery Road Industrial Estate, Tannery Road, High Wycombe, Bucks, HP13 7EQ
The Scheme Manager will assign a staff member to handle the complaint. This could be the Scheme Manager themselves, if deemed appropriate or this could be assigned to the Audit and Site Liaison Manager or Quality Manager depending on the nature of the complaint. The assigned staff member will have a responsibility for gathering and verifying all necessary information to validate the complaint.
Should the complaint be about or specifically involve the Scheme Manager, the Scheme Manager will self-refer the complaint to the SITMA Chairman. Alternatively the complaint can be made directly to the SITMA Chairman.
The Chairman has the right to:
1) delegate the complaint to any member of staff to investigate, either openly or in confidence
2) investigate the complaint by themselves
Stage 2
Should a complaint be opposed, the complainant shall, in writing, respond to the original outcome outlining why they feel the complaint is opposed. If the complaint is technical in nature, then technical information to why complaint is opposed shall be given.
The Opposition shall be handled by a different member of staff from the original respondent.
The new respondent may take up to 90 further days to collate the investigation and respond.
The new respondent may question the workings, findings or any other information used to come to the conclusion of the original complaint
Stage 3
Should the outcome of a complaint or its resolution not be acceptable, and the opposition leave the situation satisfactory to parties involves, an appeal against the actions or decision may be lodged.
Should an appeal be required, it will be investigate by an Independent. Appeals will be initially handled by the SITMA Chairman.
There will be an advanced fee lodged before an Appeal with a value to commensurate with the financial risk assessed with the particular appeal. The 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 the Independent, giving a clear reason why. 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.
Appeals should be reported in writing to the Chairman of the Board of Directors:
Email: chair@sitma.org
In writing to: The Scheme Manager, SITMA, Unit 3 Tannery Road Industrial Estate, Tannery Road, High Wycombe, Bucks, HP13 7EQ
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.
Communication
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.
Where appropriate SITMA will implement appropriate Corrective Actions which shall be logged within ‘CAS000 – Corrective Actions Tracker’.
A malicious complaint is one that has been made with the intention of causing harm.
Examples of this could be:
• Deliberately seeking to defame another person within the scheme, another company or the scheme itself.
• Making a complaint based on rumour and/gossip with the intention of causing harm.
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.
Outreach
SITMA encourages all forms of feedback from its members and associates and operates an outreach program (Members Questionnaire) that is sent out directly to members usually every six months.
Feedback in this form is kept confidential in an effort to stimulate honesty.
Feedback is monitored by the Senior Management Team for the purposes of learning and improving working practices, processes, and systems. All responses are forwarded to the Membership Coordinator and the Quality Manager who can analyse the data.
Negative Feedback
Negative feedback (complaints) are handled as described in section 3 of this document. Even if complaints are resolved easily and quickly there may be opportunities to learn from the situation and improve working practice, processes or procedures as a result.
Any negative feedback (including any pertinent investigatory information and final resolution) is included in the Management Review as part of the minimum requirements of ISO/IEC 17024:2012.
Positive Feedback
Positive feedback (Compliments) will be monitored by the Senior Management Team for the purposes of learning and improving working practices, processes and systems. All positive feedback will be forwarded to the Membership Coordinator and the Quality Manager.
Any positive feedback is included in the Management Review as part of the minimum requirements of ISO/IEC 17024:2012.
Positive feedback should be celebrated and shared by Managers amongst the team and publicised via the Scheme’s communication channels (LinkedIn, YouTube, Twitter, Instagram, Websites etc).
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
Head Office
Unit 3 Tannery Road Industrial Estate
Tannery Road
High Wycombe
Buckinghamshire
HP13 7EQ
+44 (0)1494 358 159
admin@bcta.group
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