Complaints
Complaints Process
Raising, investigating and answering a complaint — and appealing the outcome.
What This Covers
Complaints and appeals are both within scope, and both are welcome. Complaints cover any expression of dissatisfaction with a service arranged through cmmcalibrationnashville.com, or with a certificate or report issued in connection with one. Appeals are requests to reconsider a decision already taken: a statement of conformity, the rejection of an item at review, or the outcome of an earlier complaint.
Both run through this policy, and a complaint is treated as evidence about the process, not as a nuisance.
Version of 2026-10-09.
How to Get in Touch
Complaints and appeals go through the contact page. The contact details for the desk that receives them are listed there.
It helps to include the quotation or certificate number, the item concerned and the date of the work, what was expected and what occurred, and the outcome sought — but a complaint is accepted in any form, and acknowledgement is not delayed by a missing reference number.
Handling and Response
Complaints are acknowledged within three (3) business days of receipt.
Recording and validation come first, then investigation by a person who was not involved in the work being complained about, so that the review is impartial. Work performed by an external laboratory is raised with that laboratory in parallel, and its findings form part of the response.
The written response is issued within twenty (20) business days of acknowledgement and sets out the findings, the decision and any corrective action. Where the investigation needs longer, an interim response explains why and gives a revised date. Gathering and verifying evidence and deciding the outcome are the work of people competent to judge the technical question at issue.
Appeal Window 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 and Fairness
Records of complaints, appeals, investigations and outcomes are kept and retained, and they are reviewed periodically for patterns that point to a systemic cause. Corrective actions run to closure and their effectiveness is checked once they are closed.
No customer is disadvantaged for raising a complaint or an appeal, and the handling of other work is not affected by it. See the quality system page for the management arrangements this process sits inside.