The GREEN BRANDS Organisation GmbH (GBO) is committed to doing its utmost to provide correct services. However, there may be instances where one or more aspects of the service do not meet expectations. In such cases, a complaint or appeal may be lodged.
To ensure clarity and avoid any potential misunderstandings, it is essential that any complaints or appeals are submitted in writing by completing the form provided for this purpose. Please note that only complaints or appeals in German or English will be accepted.
Complaints and appeals must be received by the GBO within six (6) weeks of the validation decision being issued or the test result being published, by post to the Head Office (Wacholderbergstr. 29, 90587 Veitsbronn, Germany).
Should this not be the case, or if the complaint or objection is not adequately substantiated or incomplete, the GBO reserves the right to reject the complaint or objection and will not be held responsible for the same.
The GBO shall decide on the admissibility of any complaint or objection. The GBO will appoint a designated contact person to investigate the complaint or objection. All individuals involved in handling the complaint or objection must be different from those who conducted the audit or assessment and made the certification or validation decision.
The designated person(s) will collect and review all necessary information (as far as possible), carry out a root cause analysis, make suggestions for further action and, where applicable, implement a correction and corrective measure. The GBO will endeavour to resolve the complaint or objection in a timely manner and take all further measures necessary to settle the complaint or objection.
The GBO will notify the complainant or objector in writing of the outcome and conclusion of the complaint or objection procedure within three (3) months of receiving the complaint or objection. The GBO will be responsible for maintaining records of any complaints or objections received, along with the subsequent resolutions and outcomes. These records will also include all measures taken to address the issue, including any corrective actions.
The GBO is obliged to maintain the confidentiality of any complaint or objection that is brought to its attention.
The submission, investigation and decision-making process on complaints or objections shall under no circumstances lead to discriminatory conditions.
