Complaints
Introduction
While SGS always tries to get things right the first time because the SGS Group as a whole believes excellent customer service is a key business objective, it is acknowledged that complaints will arise. This complaints handling procedure aims to:

• Resolve all complaints quickly and with courtesy, understanding and fairness. We aim to satisfy customers with both the way we handle a complaint and with the outcome.
• Use complaints to improve the services offered to our customers. We view complaints as a valuable source of information about the services we provide to our customers and this information contributes significantly towards our programme of customer service improvements.
  
  Definition
  A complaint is any expression of customer dissatisfaction with the SGS affiliate which performed the service or the service itself, regardless of whether or not in such SGS affiliate's opinion the complaint is well-founded.
  
  Disclaimer
  An acknowledgement by any SGS affiliate of receipt of a complaint does not, and shall not, be deemed acceptance of the facts set forth therein nor acceptance of liability.
  
  Procedure
  We will deal with any complaints we receive effectively, efficiently, fairly and confidentially so long as such complaints are received not later than twenty-eight (28) working days from the date the services giving rise to such complaints were performed. We will endeavour to acknowledge any complaint within five (5) working days and will provide you with a likely time-scale for resolving the dispute and will further keep you advised about any progress made.
  
  How and Where to Complain
  All complaints should be made in writing giving full details to the Manager at the offices of the SGS affiliate which performed the service(s) which give rise to the complaints.
  
  Page last modified on 06 March 2001
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