Complaints & Appeals
General Commitment
A2V Carbon attaches particular importance to the fair, impartial, and transparent handling of complaints and appeals related to its validation and verification activities.
A formalized process is in place to ensure that any complaint or appeal is examined objectively, independently, and within appropriate timeframes, in accordance with applicable requirements.
FAQ
Content answering your questions:
What is the purpose of the complaints and appeals procedure?
The complaints and appeals procedure aims to ensure fair, impartial, and transparent handling of any dissatisfaction or dispute related to validation and verification activities performed by A2V Carbon.
It ensures that concerns expressed by interested parties are examined in a structured, documented, and objective manner.
What is a complaint?
A complaint is any expression of dissatisfaction made by a person or organization concerning, in particular:
- a validation or verification activity,
- the conduct or professionalism of a participant,
- compliance with impartiality rules,
- the general operation of the organization,
- or any other matter related to A2V Carbon’s activities.
What is an appeal?
An appeal is a formal request for review of a validation or verification decision rendered by A2V Carbon.
It aims to challenge a decision based on elements considered insufficiently taken into account or new information.
Who can file a complaint or appeal?
Any person or organization concerned by A2V Carbon’s validation or verification activities may file a complaint or appeal.
How to file a complaint or appeal?
Complaints and appeals must be submitted in writing to A2V Carbon.
The request should specify, to the extent possible:
- the subject of the complaint or appeal,
- the context,
- the factual elements available.
Information provided is treated confidentially.
Complaints and appeals may be addressed:
- by mail (address listed in the articles of incorporation),
- or by email to the dedicated address: complaints@a2vcarbon.com
How are complaints and appeals examined?
Each complaint or appeal is subject to:
- an acknowledgment of receipt,
- an impartial analysis,
- an examination conducted by persons independent of the activities concerned.
No person involved in the work giving rise to the complaint or appeal participates in the decision.
What are the indicative timeframes for processing a complaint or appeal?
A2V Carbon strives to process complaints and appeals within reasonable timeframes.
As an indication:
- an acknowledgment of receipt is sent within approximately 5 business days after receiving the request;
- the processing of the complaint or appeal is generally completed within approximately 30 days.
In certain situations, particularly in cases of particular complexity or the need for additional analyses, this timeframe may be adjusted. The concerned party is then informed of the processing progress.
Is there a risk of negative consequences from filing a complaint or appeal?
No.
Filing a complaint or appeal does not result in any adverse consequences for the person or organization concerned.
What can be the outcomes of a complaint or appeal?
Following the examination, the decision may lead to:
- confirmation of the initial decision,
- its modification,
- or the implementation of corrective actions, if necessary.
The decision is communicated to the concerned party.
Are complaints and appeals recorded?
Yes.
Complaints and appeals are recorded and tracked within A2V Carbon’s management system. They contribute to the continuous improvement of the organization’s processes.
Where can the detailed procedure be found?
The detailed complaints and appeals handling procedure is available upon request and may be provided to any interested party.
Final Commitment
A2V Carbon guarantees that filing a complaint or appeal does not result in any adverse consequences for the concerned party.