1. Purpose
This Policy sets out the procedure for handling complaints and appeals received by UCP Group. We are committed to resolving all matters fairly, transparently, and within defined timeframes. This Policy applies to any individual or organization that is affected by UCP Group's certification activities, including applicants, certified clients, and other interested parties.
2. Definitions
- "Complaint" means an expression of dissatisfaction relating to UCP Group's activities, services, or personnel, other than an appeal.
- "Appeal" means a formal request to reconsider a certification decision, including decisions to grant, refuse, suspend, withdraw, or reduce the scope of certification.
3. How to Submit a Complaint or Appeal
Complaints and appeals should be submitted in writing to:
Email: [email protected]
Mail: Complaints & Appeals, Universal Certification Platform LLC, 30 N Gould St, Ste R, Sheridan, WY 82801, United States
The submission should include: the complainant/appellant's name and contact details, a clear description of the matter, relevant dates and reference numbers, the desired outcome, and any supporting documentation.
4. Complaint Handling Procedure
4.1 Acknowledgement
All complaints are acknowledged in writing within 5 business days of receipt. The acknowledgement confirms receipt, provides a reference number, and names the individual responsible for investigating the complaint.
4.2 Investigation
The complaint is investigated by a person or team who was not directly involved in the matter. UCP Group may request additional information from the complainant. The investigation considers all relevant evidence, including audit records, communications, and statements from relevant personnel.
4.3 Resolution
UCP Group aims to resolve complaints within 30 calendar days of receipt. If the matter is complex and requires more time, the complainant will be notified of the expected timeframe. The resolution is communicated in writing, including a summary of findings and any corrective actions taken.
4.4 Escalation
If the complainant is not satisfied with the resolution, the matter may be escalated to Juma Hashim, Managing Member, for final review. The decision is communicated within 15 business days and is considered final within UCP Group's internal process.
5. Appeals Procedure
5.1 Right of Appeal
Any Client may appeal a certification decision within 30 calendar days of receiving the decision. Appeals are heard by an Appeals Panel comprising at least two senior personnel who were not involved in the original decision.
5.2 Appeal Process
- The Client submits a written appeal with grounds and supporting evidence.
- UCP Group acknowledges the appeal within 5 business days.
- The Appeals Panel reviews all relevant documentation, including audit reports, corrective action evidence, and the original certification decision.
- The Panel may request a hearing, additional information, or an independent technical review.
- The Panel issues a written decision within 45 calendar days of receiving the appeal.
- The decision may uphold, modify, or overturn the original certification decision.
5.3 Effect of Appeal on Certification Status
Filing an appeal does not automatically suspend the certification decision under appeal. However, the Appeals Panel may, at its discretion, grant interim relief pending the outcome.
6. Refund Provisions
Where a complaint or appeal reveals that UCP Group failed to deliver services as contracted, UCP Group will offer an appropriate remedy, which may include:
- A full or partial refund of fees for the affected services.
- Re-performance of the audit at no additional cost.
- Other reasonable corrective measures agreed with the Client.
Refund calculations follow the provisions set out in the Terms and Conditions of Certification Services.
7. Confidentiality
All complaints and appeals are treated as confidential. Information is shared only with those persons directly involved in the investigation and resolution process.
8. Record Keeping
UCP Group maintains records of all complaints and appeals, including investigation findings, decisions, and corrective actions, for a minimum of 6 years. These records are subject to review by accreditation bodies.
9. External Recourse
If a complainant or appellant remains dissatisfied after exhausting UCP Group's internal procedures, they may refer the matter to the relevant accreditation body or seek resolution through the state and federal courts of Wyoming, United States.
10. Contact
Responsible Officer: Juma Hashim, Managing Member
Email: [email protected]
Address: 30 N Gould St, Ste R, Sheridan, WY 82801, United States