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Working for satisfied clients

  • Our procedure

    Only when our clients are satisfied, we are as well

    Please let us know what your complaint is about by contacting our local offices or use the form below and select one of the three categories:

    • Complaints about the services of DEKRA testing and certification business.

    • Complaints about companies certified by DEKRA
    A complaint will only be handled if the complaint was submitted to the company in question beforehand. In this way the company has the opportunity to solve any problems itself.

    • Complaints about products certified by DEKRA
    DEKRA investigates these complaints and will require measures from the manufacturer in case the complaint is considered founded.

    Please provide your details in the following fields and let us know what your complaint is about. We will review your complaint. If it is possible to solve the complaint at short notice we will inform you directly on how we handled your complaint. If it will take longer to solve the complaint, we will confirm receipt of the complaint, will explain the way of handling and the term within which you will receive our reaction. In any case you will be informed about the result of the investigation including actions taken and the final decision.
     

    Complaint form

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  • Complaints/objections concerning DEKRA

    Are you not satisfied with the work we perform as the certification authority or would you like to raise an objection? We strive to constantly improve our services, and would be very happy to solve any problems together with you. Please send us your complaint/objection in writing. Then we will perform an impartial review of your issue, process this and report back to you in writing.

    We will review your complaint. If it is possible to solve the complaint at short notice we will inform you directly on how we handled your complaint. If it will take longer to solve the complaint, we will confirm receipt of the complaint, will explain the way of handling and will specify the term within which you will receive our reaction. In any case you will be informed about the result of the investigation including actions taken and the final decision. You can appeal any such decision and any other certification decisions taken by DEKRA as specified in Article 18 of DEKRA’s General Terms and Conditions for the Performance of Assessment and Certification Services . The appeal can be brought to our attention in the same way as a complaint.

    The appeal will be handled by using the same procedure as described above for complaints.