Complaints and Appeals
CARES always aims to maintain the highest standards of certification and service, and in doing so it treats the issue of complaints and their resolution very seriously. In general, CARES may deal with three types of complaints;
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Complaints received by approved firms from their customers.
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Complaints made to CARES, normally by users of materials and/or products, in relation to the performance of its approved firms.
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Complaints made to CARES by its approved firms regarding the performance of CARES or any of its staff.
In each of these cases, the handling and investigation of such complaints is the subject of a CARES procedure, and will be handled accordingly, including the taking of any action deemed necessary and the recording of this.
Complaints will be handled as follows;
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Complaints received by approved firms from their customers.
These will be handled according to the specific requirements of each certification scheme.
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Complaints made to CARES, normally by users of materials and/or products, in relation to the performance of its approved firms.
In the first instance, please contact the Chief Executive Officer at; Pembroke House, 21 Pembroke Road, Sevenoaks, KENT, UK, TN13 1XR
leebrankley@ukcares.com
Tel: 00 44 1732 450000 -
CARES Hong Kong
In the first instance, please contact the Regional Operations Manager at; 35th Floor, Central Plaza, 18 Harbour Road, Wanchai, Hong Kong. chinsengyap@ukcares.com Tel: +852 3960 6398
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Complaints made to CARES by its approved firms regarding the performance of CARES or any of its staff.
In the first instance, please contact the General Manager at: Pembroke House, 21 Pembroke Road, Sevenoaks, KENT, UK, TN13 1XR
ayhantugrul@ukcares.com
Tel: 00 44 1732 450000 -
CARES Hong Kong
In the first instance, please contact the General Manager at: 35th Floor, Central Plaza, 18 Harbour Road, Wanchai, Hong Kong.
ayhantugrul@ukcares.com
Tel: +852 3960 6398
For serious unresolved complaints, the complainant can request an independent review of the complaint by the Chief Executive Officer of CARES. This request must be made in writing to, and will be considered by the Chief Executive Officer of CARES.
Appeals (CARES customers only)
An applicant or certified firm may formally request CARES to re-consider an adverse decision made which relates to its desired certification status. The applicant of certified body should submit an appeal in writing to the CARES CEO, leebrankley@ukcares.com (or nominated person via secretary@ukcares.com), within one month of the date of written notification of the adverse decision.
