Complaints
Complaints and Appeals
Complaints, appeals, and the commitments that govern both.
Scope
Complaints and appeals are both covered here, and both are welcome.
- Complaint. Any expression of dissatisfaction with a service arranged through cmmcalibrationmilwaukee.com, or with a certificate or report issued in connection with one.
- Appeal. Reconsideration of a decision already taken: a statement of conformity, the rejection of an item at review, or the outcome of an earlier complaint.
Both are handled under this policy. Complaints are read as evidence about the process, not as a nuisance.
Current version: 21 September 2026.
How to Raise One
Complaints and appeals may be submitted through the contact page, which lists the contact details for the desk that receives them.
It helps to include:
- the quotation or certificate number
- the item concerned, and the date of the work
- what was expected, and what occurred
- the outcome sought
Complaints are accepted in any form. Acknowledgement is not delayed by a missing reference number.
How a Complaint Is Handled
Within three (3) business days, receipt is acknowledged.
The complaint is recorded, validated, and then investigated by someone who was not involved in the work being complained about, keeping the review impartial. Where an external laboratory performed the work, the matter is put to that laboratory in parallel, and what it finds forms part of the response.
The written response, setting out the findings, the decision and any corrective action, follows within twenty (20) business days of acknowledgement. Where more time is needed, an interim response explains why and gives a revised date. Evidence is gathered and verified, and the outcome decided, by people with the competence to judge the technical question at issue.
Appeals and Escalation
Appeals may be made within thirty (30) days of the response where the outcome is not accepted. Review of an appeal is by someone who took no part in the original decision, and the decision is issued with reasons within twenty (20) business days.
If the matter remains unresolved and the work was performed by an accredited laboratory, it may be escalated to that laboratory's accreditation body.
Records, Patterns and Fairness
Complaints, appeals, investigations and outcomes are recorded and retained, and the record is reviewed periodically for patterns that point to a systemic cause. Corrective actions are tracked through to closure, and their effectiveness is checked afterwards.
Customers who raise a complaint or an appeal are not disadvantaged for it, and the handling of their other work is unaffected. The management arrangements this process sits inside are set out on the quality system page.