Stroma Certification aims to provide high-quality services to scheme members and their customers. Our integrated Complaints and Appeals Policy ensures all complaints received are addressed correctly and efficiently, following a clear and unbiased process in order to resolve a dispute.
Please find below some of our frequently asked questions regarding consumer complaints:
Stroma Certification can investigate complaints against scheme members, Stroma Certification and other general complaints. For example, if work carried out by a scheme member is non-compliant with relevant regulations, or if you feel you have been treated badly or received poor service by a member of staff at Stroma Certification (including contractors).
An official complaint can be made by email, online, phone, or by post. Please use one of the following methods to register a complaint with our complaints department:
Once we receive a complaint, we will confirm receipt and ensure it is processed in accordance with the Complaints and Appeals Policy.
If you need to contact Stroma Certification during a complaint investigation, or need to provide additional evidence to support your complaint, please contact us by emailing firstname.lastname@example.org.
In the first instance, if your complaint concerns one of our scheme members, you should first contact them directly. Under the rules of their certification, all scheme members must try to successfully resolve a complaint before it is escalated to Stroma Certification.
In circumstances where a complaint cannot be dealt with or resolved by the scheme member, or if your complaint is of another nature, please submit your complaint to the complaints department (see how to make a complaint).
View the full complaints procedure.
Unfortunately, complaints relating to compensation or financial matters are outside the complaint remit of Stroma Certification. If you feel you are owed money by a scheme member, we recommend you seek legal advice as you may wish to make a claim through the small claims court for a reimbursement. However, please contact us if you have additional concerns regarding a scheme member.
If you would like to submit customer feedback, please email email@example.com.
View details of the Stroma Certification complaints process.