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Complaints Policy
Raising, investigating and answering a complaint — and appealing the outcome.
What This Covers
Two things are covered here, both of them welcome, and each with its own definition.
- Complaint. Any expression of dissatisfaction with a service arranged through cmmcalibrationlouisville.com, or with a certificate or report issued in connection with one.
- Appeal. Reconsideration, on request, of a decision already taken — a statement of conformity, the rejection of an item at review, or the outcome of an earlier complaint.
This policy handles both. What a complaint tells you about the process is evidence, not a nuisance.
Last updated 21 September 2026.
How to Raise One
The contact page carries the route for submitting a complaint or an appeal, and lists the contact details for the desk that receives them.
Four things make a complaint quicker to answer: the quotation or certificate number, the item concerned and the date of the work, what was expected and what occurred, and the outcome sought.
None of them is a precondition. Complaints are accepted in any form, and acknowledgement is not delayed by a missing reference number.
How a Complaint Is Handled
Receipt is acknowledged within three (3) business days.
The complaint is then recorded, validated, and investigated by a person who was not involved in the work being complained about, so that the review is impartial. Where the work was performed by an external laboratory, the matter is raised with that laboratory in parallel and its findings form part of the response.
Within twenty (20) business days of acknowledgement, a written response is issued setting out the findings, the decision, and any corrective action. Where an investigation needs longer than that, an interim response is issued explaining why and giving a revised date. Gathering and verifying the evidence, and deciding the outcome, are done by people with the competence to judge the technical question at issue.
Appeals
Where the outcome is not accepted, an appeal may be made within thirty (30) days of the response. The review is carried out by someone who took no part in the original decision, and the appeal decision is issued with reasons within twenty (20) business days.
Any matter that remains unresolved may be escalated to the accreditation body of the accredited laboratory that performed the work.
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.