Doc Ref: QMS201
Version Number: 0.2
Uncontrolled when printed, ensure you are looking at the latest version. ERA Complaints and Appeals Policy ERA Services has been set up with the intention of fairness and impartiality. It is a subject we feel very strongly about and this is not absent in our intent to handle any complaint, grievance against
any of our staff or appeal.
We take all complaints and appeals seriously, regardless of their source, and endeavour to maintain a full level of transparency. We are committed to handling them in a fair and impartial way and using them as a tool to improve our processes and performance.
We also welcome feedback so please do not hesitate to contact us with any suggestions you may
have. If you wish to make a complaint about ERA Services or one of our certified clients, please submit this
in writing to info@eraservices.org Please include a full written summary of your complaint and any
supporting information you consider relevant to your complaint.
Alternatively, send by post to:
Post: Era Services C.I.C, Solway House Business Centre, Parkhouse Road, Kingstown, Carlisle, Cumbria, United Kingdom, CA6 4BY
Please note: If you are complaining about an ERA Services certified client, please ensure you have complained to them first and that you have allowed them the opportunity to investigate and respond before escalating the matter to us. A complaint or appeal can be withdrawn at any time during the process by the complainant or appellant. In the event of this happening, no future complaint or appeal on the same grounds will be accepted by ERA Services.
Appeals Process
Any certification decision subject to an appeal will remain in force until the end of the appeal
process.
Any appeals should be made in writing, within one month of the certification decision taking place.
Please submit this in writing to info@eraservices.org including a full written summary of your
appeal and any supporting information you consider relevant.
Alternatively, send by post to:
Post: Era Services C.I.C, Solway House Business Centre, Parkhouse Road, Kingstown, Carlisle, Cumbria, United Kingdom, CA6 4BY
An appeal shall be validated by senior management to confirm that it does relate to certification activities that we are responsible for. If the issues detailed are not considered to fall within the definition of an appeal, then the appellant will be notified why and given the option to make a complaint instead.
ERA Services will acknowledge receipt of the appeal within 2 working (business) days of receiving it.
ERA Services will appoint a senior manager who has not been directly involved in the decisionmaking process or audit to conduct the appeals process. The manager appointed will be knowledgeable in the certification process and impartial. They will not have provided consultancy or been employed by the Appellant for a period of at least two years previously.
The appointed senior manager will conduct a thorough investigation and the appellant will be informed of the decision in writing within 12 working days of the acknowledgement of receipt. If the decision of the appeal is once again a fail, no further rights to appeal will be granted and the client must restart the application and evaluation process entirely.
The market will be informed of any changes to the certification status by updating the Directory of Certified Members which is publicly available on the ERA Services website.