We act impartially and independently, free from external and internal influences. Our operations are based on legislation, requirements imposed by accreditations, standards and ethical guidelines of DEKRA.
Our goal is a satisfied customer. However, sometimes our decisions may not appear fair. In such a case, our customer has the right to appeal. We apologise for any deficiencies or improvement requirements in our services.
We are always looking for ways to improve our services. We would like to receive feedback from you to ensure our high customer service level. The feedback you provide us can be negative or positive.
Please send any appeal against our decision via email to oikaisupyynto(at)dekra.fi. Please include your company’s contact details, your name and contact details, as well as, the identification code of the protocol, report or certificate that you are appealing against. The appeal must be submitted within 30 days of you receiving the decision.
The 3-member adjudication board, appointed by the testing company’s management group, assesses the appeal. The board’s members must not in any way be connected to the issue at hand. The board will either endorse or reject the appeal within 30 days of receiving it. The testing company will inform the customer of the board’s decision.
If you are not satisfied with the decision, you can contest it by appealing to your region’s administrative court.
You can let us know how satisfied or dissatisfied you are with our service via email at feedback. Include the name of your company, your name and, if applicable, the protocol’s identification code or the project number, as well as, your written feedback. You can also contact any DEKRA employee directly.