Complaints and Appeals

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CARES always aims to maintain the highest standards of certification and service, and in doing so it treats the issue of complaints and their resolution very seriously. In general, CARES may deal with three types of complaints;

·        Complaints received by certified firms from their customers.

·        Complaints made to CARES, normally by users of materials and/or products, in relation to the performance of its certified firms.

·        Complaints made to CARES by its certified firms regarding the performance of CARES or any of its staff.

In each of these cases, the handling and investigation of such complaints is the subject of a CARES procedure, and will be handled accordingly, including the taking of any action deemed necessary and the recording of this.

Complaints will be handled as follows;

Complaints received by certified firms from their customers. These will be handled according to the specific requirements of each certification scheme. 

Complaints made to CARES, normally by users of materials and/or products, in relation to the performance of its certified firms. 

  • CARES - In the first instance, please contact the Chief Executive Officer at; Pembroke House, 21 Pembroke Road, Sevenoaks, Kent, UK, TN13 1XR, United Kingdom  leebrankley@carescertification.com Tel: +44 1732 450 000
  • CARES Hong Kong - In the first instance, please contact the Regional Operations Manager at; 35th Floor, Central Plaza, 18 Harbour Road, Wanchai, Hong Kong  chinsengyap@carescertification.com  Tel: +852 3960 6398
  • CARES Certification Pte Ltd (CARES Singapore) - In the first instance, please contact the Regional Operations Manager at; 435 Orchard Road, #11-00 Wisma Atria, Singapore 238877 chinsengyap@carescertification.com Tel:+65 6701 8212
  • CARES Certification Pty Ltd (CARES Australia) - In the first instance, please contact the Scheme Manager at; HLB Mann Judd, Level 15, 66 Eagle St, Brisbane City, QLD 4000 lynmorgan@carescertification.com Tel:+44 774 089 6998
  • CARES Middle East Compliance Certifications L.L.C - In the first instance, please contact the Scheme Manager at; Saraya Avenue Building, Office no. 208, Al Garhound, Dubai, PO Box 35551 mattpalmer@carescertification.com Tel:+44 792 026 8325

Complaints made to CARES by its certified firms regarding the performance of CARES or any of its staff. 

  • CARES - In the first instance, please contact the Chief Operating Officer at: Pembroke House, 21 Pembroke Road, Sevenoaks, Kent, UK, TN13 1XR, United Kingdom ayhantugrul@carescertification.com  Tel: +44 1732 450 000 
  • CARES Hong Kong - In the first instance, please contact the Chief Operating Officer at: 35th Floor, Central Plaza, 18 Harbour Road, Wanchai, Hong Kong ayhantugrul@carescertification.com  Tel: +852 3960 6398
  • CARES Certification Pte Ltd (CARES Singapore) - In the first instance, please contact the Chief Operating Officer at; 435 Orchard Road, #11-00 Wisma Atria, Singapore 238877 ayhantugrul@carescertification.com  Tel: +65 6701 8212
  • CARES Certification Pty Ltd (CARES Australia) - In the first instance, please contact the Scheme Manager at; HLB Mann Judd, Level 15, 66 Eagle St, Brisbane City, QLD 4000 lynmorgan@carescertification.com Tel:+44 774 089 6998
  • CARES Middle East Compliance Certifications L.L.C - In the first instance, please contact the Scheme Manager at; Saraya Avenue Building, Office no. 208, Al Garhound, Dubai, PO Box 35551 mattpalmer@carescertification.com Tel:+44 792 026 8325

For serious unresolved complaints, the complainant can request an independent review of the complaint by the Chief Executive Officer of CARES. This request must be made in writing to, and will be considered by the Chief Executive Officer of CARES.


Appeals (CARES customers only)

An applicant or certified firm may formally request CARES to re-consider an adverse decision made which relates to its desired certification status. The applicant of certified body should submit an appeal in writing to the CARES CEO, leebrankley@carescertification.com (or nominated person via secretary@carescertification.com), within one month of the date of written notification of the adverse decision.