Feedback and Complaints
DAB is committed to improving its services and welcomes any comments or complaints that our stakeholders may wish to offer in relation to the services we provide. It helps us to identify anything that we do well, or need to improve.
These services include the activities of Conformity Assessment Bodies (CABs) of which DAB must ensure that CABs action complaints in a timely manner. Complaints that are not addressed within an agreed timeframe by a CAB can be referred to DAB.
DAB encourages your feedback so that we can work together to resolve your concerns and complaints in a constructive and timely manner. Should you have any comment or complaint, please take the time to inform us, so that we can deal with the matter as expediently as possible.
As part of our commitment to complaints handling we support the following :
People have the right to provide feedback or make a complaint
Before DAB will accept a complaint against a DAB accredited CAB, the complaint must first have been raised with the CAB, and the CAB be given a reasonable length of time within which to resolve the issue
Complaints will be acknowledged
Complaints will be accurately recorded
Complaints will be dealt with fairly, promptly, confidentially and without prejudice
The complainant will receive clear information on the progress of the complaint together with the final outcome of the investigation
How do I make a complaint ?
Complaints can be submitted through email to firstname.lastname@example.org
You must be able to support your complaints with evidence and show that all attempts have been made to resolve the issue at the lowest level before contacting DAB.
What happens then ?
You will receive an acknowledgement of your complaint within 14 working days if your comment or complaint is received in writing.
Your comment or complaint will be kept strictly confidential within DAB and will only be seen by appropriate DAB staff members and those involved in the complaint. Where possible all names will remain confidential however the details of the complaint may have to be shared, with your approval, in order to resolve the problem.
Your comment or complaint will be investigated and you will be informed of what action has taken place to ensure that everything has been resolved in the best way possible for all concerned. You will receive feedback on a regular basis until a complaint is resolved.
What if I am still not happy ?
When you receive a letter of response from DAB. Please inform DAB if you are satisfied with the outcome. If you are dissatisfied with the outcome, the matter will be re-investigated by the appropriate Action Officer.