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                  <h1>Complaints and Appeals</h1>
                  <p class="highlighted">Complaints, Feedback and Appeals Management Process at QCI Global Assurance</p>
                  <p>This page describes how complaints, appeals and feedback can be made to QCI Global Assurance, together with information on how a complaint, appeal or feedback is managed by us.</p>
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                  <h2>Definitions</h2>
                  <p class="highlighted">Complaints, Feedback and Appeals Management Process at QCI Global Assurance</p>
                  <p>Once you are sure you have all the necessary information about your Complaint or Appeal, please contact us.</p>
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                        Complaint 
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                        <div class="accordion-body"><p>A formal expression of dissatisfaction about QCI Global Assurance personnel, services, decisions and/or clients.</p></div>
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                        <div class="accordion-body"><p>Information received by QCI Global Assurance in reaction to a product, a person’s performance or a process which is used as a basis for improvement.</p></div>
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                        <div class="accordion-body"><p>Formal request by complainant for review of the outcome of a complaint investigation.</p></div>
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                        Certification Approver 
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                        <div class="accordion-body"><p>A person authorized by QCI Global Assurance to make a certification decision.</p></div>
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                     <div id="accordion-feedback-Decision" class="accordion-collapse collapse" aria-labelledby="accordion-feedback-decision" data-bs-parent="#feedbackAccordion">
                        <div class="accordion-body"><p>A person authorized by QCI Global Assurance to make a certification decision.</p></div>
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                        <div class="accordion-body"><p>Person within QCI Global Assurance allocated responsibility for case managing a complaint.</p></div>
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                        Complaints &amp; Appeals Document
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                        <div class="accordion-body"><p>This document defines how complaints, appeals and positive feedback shall be received and managed by QCI Global.</p>
                           <p><a href="pdf/Complaints and Appeals Management - Clients.pdf" target="_blank" rel="noopener">View the Complaints &amp; Appeals Document here.</a></p></div>
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                     <h3 class="textBlue">Complaint Procedure</h3>
                     <p>Complaints can be made to QCI Global via email, letter or phone to your QCI Global contact.</p>
					<p>When notifying QCI Global of a complaint please supply all details of the complaint and any evidence supporting your complaint.</p>
					<p>Upon receipt of your complaint a Responsible Person will be assigned to manage the complaint. They will notify you of receipt of your complaint.</p>
					<p>The Responsible Person will manage the complaint through to completion.</p>
					<p>Your complaint will be investigated. Once a decision on the complaint is received the Responsible Person will advise you of the decision.</p>
					<p>If you are dissatisfied with the outcome of the complaint investigation and decision you can appeal the complaint decision.</p>
					<p>Submission, investigation, and the decision on complaints shall not result in any discrimination against the Complainant by QCI Global.</p>
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                     <h3 class="textBlue">Appeals Process</h3>
                     <p>If you are dissatisfied with the outcome of the complaint, appeals can be made to QCI Global by contacting the Responsible Person and provide in writing the following:</p>
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					<li>The nature of the appeal</li>
					<li>Evidence to support the appeal</li>
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					<p>The Responsible Person will forward the appeal request to QCI Global Technical Services team.</p>
					<p>A Technical Services team member will respond in writing acknowledging receipt of your appeal and arrange an independent review of your appeal.</p>
					<p>The review will include:</p>
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					<li>Interviewing relevant stakeholders</li>
					<li>Reviewing all relevant documentation</li>
					<li>Considering information provided by the person making the appeal</li>
					<li>Considering any other relevant requirements, e.g. standard(s) or scheme requirements</li>
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					<p>Once the review is completed, the Technical Services team member will notify you in writing of the outcome of the appeal. Appeal decisions are considered final by QCI Global.</p>
					<p>If you are not satisfied with the outcome of the appeal you have the right to contact the relevant accreditation body.</p>
					<p>Submission, investigation and the decision on appeals shall not result in any discrimination against the Appellant by QCI Global.</p>
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                     <h3 class="textBlue">Management Document</h3>
                     <p>This document defines how complaints, appeals and positive feedback shall be received and managed by QCI Global.</p>
					<p><a href="pdf/Complaints and Appeals Management - Clients.pdf" target="_blank" rel="noopener">View the Complaints &amp; Appeals Document here.</a></p>
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