Complaints
Complaints and Feedback
What counts as a complaint, what counts as an appeal, and the time each one is answered in.
Complaints and Appeals Defined
This policy covers complaints and appeals alike, and both are welcome.
The word complaint covers any expression of dissatisfaction with a service arranged through cmmcalibrationminneapolis.com, or with a certificate or report issued in connection with one. The word appeal covers reconsideration of a decision already taken — a statement of conformity, the rejection of an item at review, or the outcome of an earlier complaint.
Each is handled under this policy, and a complaint is read as evidence about the process rather than as a nuisance.
This version was published 21.09.2026.
How to Raise One
The contact page carries the route for submitting a complaint or an appeal, and lists the contact details for the desk that receives them.
Four things make a complaint quicker to answer: the quotation or certificate number, the item concerned and the date of the work, what was expected and what occurred, and the outcome sought.
None of them is a precondition. Complaints are accepted in any form, and acknowledgement is not delayed by a missing reference number.
How a Complaint Is Handled
Receipt of a complaint is acknowledged within three (3) business days.
It is then recorded, validated and investigated. The investigation is carried out by a person who was not involved in the work being complained about, so that the review is impartial, and where an external laboratory performed the work the matter is raised with that laboratory in parallel, its findings forming part of the response.
Within twenty (20) business days of acknowledgement a written response is issued, setting out the findings, the decision and any corrective action. If the investigation needs longer, an interim response is issued explaining why and giving a revised date. People with the competence to judge the technical question at issue gather and verify the evidence and decide the outcome.
Appeals
Where the outcome is not accepted, an appeal is open for thirty (30) days from the date of the response. It is reviewed by someone who took no part in the original decision, and a decision with reasons is issued within twenty (20) business days.
Escalation remains available: where the work was performed by an accredited laboratory, an unresolved matter may be taken to that laboratory's accreditation body.
Records and Fair Treatment
Complaints, appeals, investigations and outcomes are recorded and retained. The record is reviewed periodically for patterns pointing to a systemic cause. Corrective actions are tracked to closure, and afterwards their effectiveness is checked.
Raising a complaint or an appeal carries no disadvantage for a customer, and no consequence for the handling of other work. The management arrangements this process sits inside are described on the quality system page.