Complaints
Complaints Policy
The route for raising a complaint or an appeal, and the commitments attached to both.
Complaints and Appeals
Complaints and appeals are both covered here, and both are welcome.
- Complaint. Any expression of dissatisfaction with a service arranged through cmmcalibrationindianapolis.com, or with a certificate or report issued in connection with one.
- Appeal. Reconsideration of a decision already taken: a statement of conformity, the rejection of an item at review, or the outcome of an earlier complaint.
Both are handled under this policy. Complaints are read as evidence about the process, not as a nuisance.
Last updated: September 21, 2026.
How to Raise One
Send a complaint or an appeal through the contact page, which lists the contact details for the desk that receives them.
Including the following helps:
- the quotation or certificate number
- the item concerned, and the date of the work
- what was expected, and what occurred
- the outcome sought
Complaints are accepted in any form, and a missing reference number does not delay acknowledgement.
Investigation
Complaints are acknowledged within three (3) business days of receipt.
Recording and validation come first, then investigation by a person who was not involved in the work being complained about, so that the review is impartial. Work performed by an external laboratory is raised with that laboratory in parallel, and its findings form part of the response.
The written response is issued within twenty (20) business days of acknowledgement and sets out the findings, the decision and any corrective action. Where the investigation needs longer, an interim response explains why and gives a revised date. Gathering and verifying evidence and deciding the outcome are the work of people competent to judge the technical question at issue.
Appeals
If the outcome is not accepted, an appeal may be made within thirty (30) days of the response. Appeals are reviewed by someone who took no part in the original decision, and the appeal decision is issued with reasons within twenty (20) business days.
Where the work was performed by an accredited laboratory, a matter that remains unresolved may be escalated to that laboratory's accreditation body.
Records and Fairness
Records are kept of complaints, appeals, investigations and outcomes, and retained. Periodically the record is reviewed for patterns that point to a systemic cause, and corrective actions are tracked to closure with their effectiveness checked afterwards.
Raising a complaint or an appeal disadvantages no customer, and has no effect on the handling of other work. The quality system page describes the management arrangements this process sits inside.