Contact Us Application for Certification Overseas Partners Impartiality Policy Complaints & Appeals

 

 

 

A Step-by-Step Guide to our Complaints Procedure

How we will treat your complaint

We do everything we can to make sure our customers get the best possible service. However, sometimes, we don't get things right. When that happens, we always encourage you to tell us about your concerns or complaint, so that we can put matters right for you.

We want to:

  • Make it easy for you to tell us about your complaint

  • Give your complaint the attention it deserves

  • Resolve your complaint without delay

  • Make sure you are happy with how your complaint is resolved

How and where to complain

If you are not satisfied with any aspect of our service or products, you can tell us about your concerns in the following ways.

In person - visit CATG and speak to one of our staff. We are open from 9am to 5pm Monday to Friday. 29 Princes Crescent, Morecambe, Lancashire, LA4 6BY

In writing - address your letter to Glenn Sharples at CATG, 29a Princes Crescent, Morecambe, Lancashire, LA4 6BY

By telephone - call Glenn on 0044 (0) 1524 400632 or 0044 (0) 07941 536543

By e mail - sales@catg.co.uk and address your complaint to Glenn Sharples

Glenn will telephone you or visit your site to discuss your complaint.

How long will it take?

We will aim to solve your concern straight away

On receipt of your complaint, we will confirm whether the complaint relates to CATG.

We will log your complaint and acknowledge it and confirm all details you are unhappy with.

We will contact you regularly until your complaint has been resolved.

If we have not been able to resolve your complaint within one week, we will call and write to tell you:

  • Why we have not yet received your complaint

  • Who is dealing with your complaint and their details

  • When we will contact you again

If together we cannot reach an agreement, we will send you:

  • A letter giving our reasons for the delay and an indication of when we expect to provide a resolution, or
  • Refer your complaint to our Board of Governors. They will issue the CATG final response letter, which will explain our position

If at any time, you are unhappy with the way we are dealing with your complaint

Our aim is to resolve your complaint as quickly as possible and to your complete satisfaction. If you are not satisfied with our action or explanation, the member of staff dealing with your complaint will be happy to discuss your concerns further.

However, if you remain unhappy, you can ask for your complaint to be reviewed by Glenn Sharples or our Board of Governors. They will review your complaint and will aim to give you a full response within two weeks. If our investigation is likely to take longer, we will keep you fully informed of their progress.

A Step-by-Step Guide to our Appeals Procedure

Appeal process

If you are not happy with a certificate or examination decision made by CATG, we have an appeals procedure.

We aim to resolve your appeal within a few days. You can appeal to CATG:

In person - visit CATG and speak to one of our staff. We are open from 9am to 5pm Monday to Friday. 29a Princes Crescent, Morecambe, Lancashire, LA4 6BY

In writing - address your letter to Glenn Sharples at CATG, 29a Princes Crescent, Morecambe, Lancashire, LA4 6BY

By telephone - call Glenn on 0044 (0) 1524 400632 or 0044 (0) 07941 536543

By e mail - sales@catg.co.uk and address your appeal to Glenn Sharples

Glenn will telephone you or visit your site to discuss your appeal.

All appeals received by CATG are fully investigated.

We will aim to resolve most appeals within a few days.

On receipt of your appeal, we will confirm whether the appeal relates to CATG.

We will log your appeal and acknowledge it and confirm all details you are unhappy with.

We will contact you regularly until your appeal has been resolved.

However, if we have not been able to resolve your appeal within one week, we will call and write to tell you:

  • Why we have not yet received your appeal

  • Who is dealing with your appeal and their details

  • When we will contact you again

If together we cannot reach an agreement, we will send you:

  • A letter giving our reasons for the delay and an indication of when we expect to provide a resolution or
  • Refer your appeal to our Board of Governors. They will issue the CATG final response letter, which will explain our position

A letter shall be dispatched within 24 hours to you acknowledging receipt of the appeal and confirming your right to present your case in person to our Board of Governors

You will be informed of the date when your appeal is to be heard and the composition of our Board of Governors.

You have the right to state objections to the composition of our Board of Governors. Your reasons for objection will be considered by our Board of Governors who will decide whether it is appropriate to amend the composition accordingly.

Our Board of Governors will consider the nature of your appeal from your written report. Where necessary, our Board of Governors will request the presence of the relevant auditor during all or part of the meeting. The reports shall be studied and a recommendation from our Board of Governors made accordingly. The meeting shall be minuted.

CATG at 0044 (0) 1524 400632 or 0044 (0) 7941 536543
CATG at sales@catg.co.uk
Certification and Timber Grading Limited, 29a Princes Crescent, Morecambe, LA4 6BY
Use our contact form located here