Consumer Complaint FAQ



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:

What kind of complaints does Stroma Certification investigate?

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).

How do I make a complaint about a Stroma Certified organisation or scheme member?

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.

Who can I contact during a complaint investigation?

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 certification@stroma.com.

What is your complaints procedure?

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).

  1. Complaint logged with the customer service team, including notes taken during a verbal complaint notification or from a submitted written complaint.
  2. Complaint allocated to the relevant departmental manager to review, validate and investigate.
  3. An initial response/acknowledgement of the complaint within a 3 working day period, with a further 15 working days confirmed before further feedback will be issued to allow for additional time to review.
  4. If the departmental manager cannot resolve the complaint to the satisfaction of the complainant within 15 working days, a further update will be issued.
  5. If the complaint investigation cannot be resolved to the complainant's satisfaction, it will be referred to the Technical Director or appropriate deputy manager for review. A written response will be issued within 21 working days, once a further review has been undertaken.
  6. If a resolution cannot be met, a complaint will be passed onto the relevant arbitration body overseeing the complaints process.

View the full complaints procedure.

Will Stroma Certification offer compensation?

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.

How do I submit customer feedback?

If you would like to submit customer feedback, please email certification@stroma.com.

Where can I find more information about your complaints procedure?

View details of the Stroma Certification complaints process.




4 Pioneer Way, Castleford, West Yorkshire, WF10 5QU

T | 0330 124 9660*

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