FLO-CERT welcomes feedback about operators’ experiences with Fairtrade certification. All complaints, allegations, appeals and/or review requests submitted to FLO-CERT are handled by our Quality Management Department.
Please submit your objections in accordance with the following classification:
>> If you want to express your dissatisfaction with the services of FLO-CERT, please hand in a complaint;
>> If you are an operator, customer, worker or any third party and you want to indicate that one of FLO-CERT’s Fairtrade certified operators is in breach with the FT Standard requirements, send in an allegation;
>> If you disagree with one of our certification or evaluation decisions related to application and audit process and you want to challenge them, submit an appeal or a review request.
In order to ensure objectivity, we guarantee that all relevant information is examined and final decisions are taken by staff members that were not involved in the case. Moreover, we ensure that every case will be treated in the most confidential manner by FLO-CERT in order to ensure that identities of involved parties are protected.
Once the allegation, complaint, appeal or review request has been fully investigated, a formal, written response is issued by FLO-CERT. The Quality Management department at FLO-CERT keeps a record of all submitted cases in order to ensure that we learn from the input we receive.
Please note that the resolution of all appeals, review requests, allegations and complaints are subject to the following procedures:
> CERT Appeal&Review SOP
> CERT Allegation SOP
> GN Complaints SOP
