Process
Complaints and appeals
You may formally challenge any Sertiva finding or decision. The procedure is free of charge.
Complaint or appeal?
A complaint concerns how Sertiva worked, communicated or scheduled an audit. An appeal challenges a certification finding or decision, including refusal, suspension or withdrawal.
How to submit
Email beschwerde@sertiva.de or write to the address in our legal notice. No form is required.
- Your organisation and contact details
- The audit, certificate number or matter concerned
- A description of the facts
- For appeals: the decision and your reasons
Our timetable
- Acknowledgement within 5 working days
- Admissibility review within 10 working days
- Investigation normally within 4 weeks
- Reasoned decision within 6 weeks
- Corrective action where a complaint is upheld
Handling principles
- Independent review by people not involved in the matter
- No charge
- Confidential handling
- No disadvantage to current or future certification
- Documented, traceable records
Further review
If you remain dissatisfied, you may request review by the impartiality committee. Your legal rights remain unaffected.
Complaints about certified organisations
You may report concerns that a certified organisation is not meeting the standard. We investigate credible information and may include it in surveillance activity or suspend a certificate where warranted.