It is important that in the first instance, you bring your complaint to our attention. Under the Certass rules for dealing with customer complaints, we have agreed to acknowledge your email or postal complaint within 3 working days and to provide a full response to your complaint within 10 working days. If it hasn’t been possible to respond fully within 10 working days, we will keep you informed on the progress of the investigation. If you are still dissatisfied once all these stages have been followed, you may apply to Certass for an independent investigation of your complaint. To view their complaints procedure, please click here.