Complaints and Appeals

Complaints and Appeals

At Risguard B.V. we place great value on open communication with our customers and partners. Feedback helps us to continuously improve our services.
We encourage everyone to share any complaints or concerns with us so that we can further improve our services where needed.

Complaints Procedure

What do we mean by a complaint?

A complaint is an expression of dissatisfaction with an aspect of our service.
This can relate to matters such as:

  • the quality or execution of an assessment or audit,
  • the expertise or demeanor of an employee,
  • the communication or decision-making within a process,
  • or other parts of our processes or service.

A complaint gives us the opportunity to investigate what went wrong and where we can improve.

How to file a complaint

Complaints can be submitted in writing via email: contact@risguard.com

Upon receipt:

  1. Registration: Your complaint will be registered in our internal system.
  2. Confirmation: You will receive written confirmation of receipt.
  3. Investigation: The complaint is being investigated by a designated employee who is not directly involved in the matter.
  4. Response: Within a reasonable timeframe, you will receive written feedback with our findings and any corrective actions.

We handle all complaints confidentially and transparently, with the goal of fair resolution and continued quality improvement.

Appeals procedure

What is a profession?

An appeal differs from a complaint in that it specifically relates to a decision made by Risguard.
An appeal allows customers to request a formal review of a decision.

You can appeal against, among other things:

  • a rejection of a certification application or other judgments made by one of our team members,
  • Judgment given by one of our team members about your environment.;
  • or a third-party objection that affects your certification.

How can you appeal?

An appeal can within 14 days after receipt of the report submitted in writing by email: contact@risguard.com

The appeal should include:

  • the company name (as stated in the contract),
  • the reasons for the appeal, and
  • any relevant documentation.

Upon receipt:

  1. Registration: Your profession is registered by Risguard.
  2. Acknowledgement: You will receive an acknowledgement of receipt.
  3. Review: The appeal is handled by a person who was not involved in the original decision.
  4. Independent Committee: If necessary, the case will be referred to an independent committee for review.
  5. Decision: You will receive a written response within a specified timeframe with the outcome and any further steps.

Any improvements resulting from this will be followed up through our internal improvement procedure.

Our promise

At Risguard, we strive to take every signal seriously and treat it fairly.
Your feedback helps us refine our processes and further strengthen our service, with the aim of a long-term partnership based on trust and quality.