Appeals Process

Appeals
Customers have the right to appeal any disputed issues regarding their certification if they believe the assigned team has not adequately resolved the matter.

At Emagine, we maintain a structured and impartial appeals process for our certification decisions. Clients can submit formal appeals through multiple channels – email, mail. Each submission should detail the appeal reason, date, and include relevant supporting evidence. Upon receipt, we will investigate the issue and address it fairly and promptly, keeping the complainant informed of the progress and outcome.

To ensure complete objectivity, our compliance team manages all appeals independently from the original audit team and certification decision makers. This separation guarantees that those handling appeals weren’t involved in the original decisions being challenged. We strictly maintain this independence to prevent any potential conflicts of interest or discriminatory actions against appellants.

Our comprehensive appeals process follows a structured pathway:
1. Our team documents the appeal receipt and appellant information
2. We promptly contact the appellant to confirm receipt and explain our appeals process
3. A thorough due diligence investigation begins, managed by our compliance team
4. Independent reviewers evaluate all gathered evidence and documentation
5. Final decisions are made by individuals with no prior involvement in the disputed matterResolution timelines vary based on complexity and required investigation depth. We maintain regular communication with appellants, providing at least monthly progress updates throughout the process.
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If an appellant disagrees with our final decision, they retain the right to escalate their appeal to our accreditation body. All appeals processes are transparently documented and accessible through Emagine’s website.

This systematic approach ensures fair, thorough, and independent review of all certification-related appeals while maintaining clear communication throughout the process.

Complaints
Emagine Compliance takes complaints against itself or its clients very seriously. Emagine maintains a robust complaint management system designed to address concerns fairly and thoroughly. Clients can submit formal complaints through multiple channels – email, mail- including the reason for the complaint, submission date, and supporting evidence.

Upon receipt, we will investigate the issue and address it fairly and promptly, keeping the complainant informed of the progress and outcome. Our commitment to impartiality means that complaint investigations are handled by team members who weren’t involved in the original audit or certification decisions. This independence ensures objective evaluation without any discriminatory actions against the complainant. When complaints involve certified clients, we carefully assess the effectiveness of their management system and engage with them appropriately during the resolution process.

Our complaint handling process follows a structured yet flexible approach. Upon receipt, our team documents the complaint details and promptly contacts the complainant to confirm receipt and explain our resolution process. The investigation is overseen by our independent team member, who gather and evaluate all relevant evidence to make informed decisions about necessary actions.

Resolution timelines vary based on the complexity and scope of the investigation required. We maintain regular communication throughout the process, providing monthly progress updates at minimum. All final decisions are reviewed and approved by individuals who weren’t involved in the original matter under dispute.

Throughout the process, we maintain detailed documentation of all evidence and decision-making factors. Once resolved, we provide formal notification to the complainant, marking the conclusion of the complaint handling process. Our complete complaint handling procedures are transparently available on Emagine’s website, demonstrating our commitment to accountability and continuous improvement.

Any complaint against Emagine Compliance or its customers will remain confidential unless disclosure is mandated by law.