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SITMA Complaints and Appeals

This page relates directly to PUS013 which can be requested by contacting

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.

Reporting a Complaint

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:

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 would normally be either the Audit Manager, Technical Manager, or Scheme Manager depending on the nature of the complaint. Should the complaint be able 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


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


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:

In writing to: The Scheme Manager, SITMA, Unit 3 Tannery Road Industrial Estate, Tannery Road, High Wycombe, Bucks, HP13 7EQ