Complaints, Disputes and Appeals Policy and Process

The process of responding to and addressing complaints, disputes and appeals is an integral part of our company’s client relations and assurance of client satisfaction.

It is Baltic Control® policy that complaints and appeals shall be handled within a reasonable timescale and as transparently as possible, whilst fully respecting principles and requirements of confidentiality and impartiality and will not result in any discriminatory actions.

This document is applicable for any complaint raised by a client, potential client or any stakeholder who may have concerns about or are dissatisfied with any aspect of our service or the service or performance of a company certified by Baltic Control®.

It is also applicable in the case of an appeal by a client against an Baltic Control® decision or in any other dispute.

Complaints about Baltic Control® service or processes.

Complaints should be addressed in the first instance to Baltic Control® head office to investigate and respond. You will receive acknowledgment, a review of the issue will be initiated, and a response will be made by a person independent of the issue.​​

Disputes and Appeals

Where a complaint between Baltic Control® and a client cannot be resolved, and the client does not accept Baltic Control® response, an appeal can be made. Details will be made available upon request to Baltic Control® head office. Ultimately disputes shall be handled in accordance with the rules of accreditation, legislation as specifically applicable in contract or normal legislation with the country of operation.

Complaint and Appeal Resolving Process

A complaint or appeal shall be submitted in writing.

To assist in this process, complaints and appeal should include following information:

o Name and contact details of the complainant

o Clear description of the issue

o Evidence to support each element or aspect of the complaint or appeal (documents, locations, persons, dates etc.)

1. Receipt of a submitted complaint or appeal will be acknowledge by Baltic Control®;

2. Baltic Control® will provide an initial response, including an outline of the proposed course of action to follow up on the complaint or appeal, within four (4) weeks;

3. Baltic Control® will keep the complainant informed of progress in evaluating the complaint or appeal;

4. Baltic Control® will investigate the allegations and specify all its proposed actions in conclusion to the complaint or appeal.

5. Baltic Control® will finally notify the complainant when the complaint is considered to be closed.

Important remarks

Some details relating to the outcome may be protected by the confidentiality clauses of the accreditation requirements or by the Baltic Control® inspection contracts.

Any party making a complaint has the opportunity to appeal their complaint first to the accreditation body and ultimately to the appropriate accreditation body’s dispute resolution process.

Baltic Control A/S
Brunbjergvej 3, 1. 
8240 Risskov
Denmark

E-mail: baltic@balticcontrol.com
Tel.: +45 86 21 62 11

Complaints about ethical matters

Complaints about ethical matters which are in violation of Code of Ethics and Anticorruption Code must be sent directly on mail: apave@ethicattitude.com or tel.: +33 788 119 006 (also for SMS, WhatsApp, Viber)