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Feedback and complaints

Feedback

We act impartially and independently of external and internal influences. Our activities are based on regulations, accreditation requirements, standards and our company's code of ethics.
Our goal is customer satisfaction. However, our decisions may sometimes feel unfair and in such cases our clients have the right to appeal against the decision. We are sorry if there have been any shortcomings in our service or if there is a need to remedy them.
We are committed to continuous improvement. We would like to hear your feedback on how we are doing so that we can do better next time. Feedback can be negative or positive.
Please let us know if you are satisfied or dissatisfied with our service by emailing customer-feedback(at)dekra.fi. Include your company, name, contact details, protocol ID or job number if applicable, and verbal feedback. You can also contact any DEKRA employee directly.
asiakaspalaute(at)dekra.fi

Request for information

Send us your personalised request for information by e-mail to toimisto.fi(at)dekra.com, we will forward it to the person in charge.

Complaints

Complaints regarding our certified client or our evaluation process, such as an inspection report, suspension of an evaluation or refusal to issue a certificate, can be submitted to sertifiointi(at)dekra.com.
Complaints about our assessment process will be dealt with by a committee appointed by DEKRA's management team within 30 days of receipt of the complaint. The committee cannot include individuals who are the subject of the complaint or have been involved in the assessment process in question. The applicant will be informed if more time is needed to process the complaint. The committee will either accept or reject the complaint and inform the applicant in writing of its decision. If the applicant is not satisfied with the handling of the appeal, the matter may be decided by the courts.
Complaints about a certified client will be dealt with at the next audit of that client or at a specific audit concerning the complaint.

Requests for corrections

Send a request for rectification of a decision we have taken by e-mail to oikaisupyynto(at)dekra.fi. Include your company contact details, your name and contact details, and the ID of the protocol, report or certificate you wish to appeal against. The request for rectification must be made within 30 days of the date on which you were informed of the decision.
A 3-member Appeals Committee, selected by the Audit Firm's Management Committee, will examine the request for rectification. The members of the panel must not have any involvement in the matter that is the subject of the request for rectification. The Board shall accept or reject the appeal within 30 days of its receipt. The inspection company will inform the customer of the Board's decision.
If you are not satisfied with the decision on your appeal, you can still appeal our decision on your appeal by filing an appeal with the administrative court having jurisdiction in your area.
oikaisupyynto(at)dekra.fi