Getting Started

• A complaint, from anyone, shall be submitted in writing to the HSB RS Managing Director.
• In the event of a conflict of interest, the complaint shall be assigned to a delegate not involved in the subject of the complaint.
• All necessary information shall be gathered and verified to validate the complaint.
  
• Any valid complaint against a certified client shall be referred to the certified client during the investigation process.
  
• The necessary people shall be engaged to investigate the complaint.
  
• Upon completion of the investigation, it will be determined what action needs to be taken in response to the complaint.
  
• Any corrective action deemed necessary shall be handled per the HSB RS Nonconformance & Corrective Actions procedure.
  

The complainant shall be informed, in writing, of:

• Receipt of the complaint
  
• Progress of the complaint
• Decision on the complaint, and whenever possible, of the end of the complaint-handling process