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A complaint or appeal can be withdrawn at any time during the process by the complainant or appellant.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 decision-making 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.

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.

No further rights to appeal will be granted.