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action="https://sbp-cert.org/"> <div class="input-group"> <input type="text" class="input-group-field" value="" name="s" id="s" placeholder="Search"> <div class="input-group-button"> <button type="submit" id="searchsubmit" class="button"><span class="dashicons dashicons-search"></span></button> </div> </div> </form> </div> </div> </div> <div class="main-container"> <div class="main-grid sidebar-left"> <main class="main-content"> <article id="post-961869" class="post-961869 page type-page status-publish hentry"> <div class="entry-content"> <header> <h1 class="entry-title"> Complaints procedure </h1> </header> <div class="wpb-content-wrapper"><div class="vc_row wpb_row vc_row-fluid"><div class="wpb_column vc_column_container vc_col-sm-12"><div class="vc_column-inner"><div class="wpb_wrapper"> <div class="wpb_text_column wpb_content_element" > <div class="wpb_wrapper"> <h2>How to make a complaint</h2> <p>If you wish to make a complaint please submit it in writing either via the online form below, e-mail to <a href="mailto:info@sbp-cert.org" target="_blank" rel="noopener">info@sbp-cert.org</a>, or in hard copy to Sustainable Biomass Program, 71 Queen Victoria Street, London, United Kingdom, EC4V 4BE.</p> <p>Please include a detailed description of the complaint and supporting evidence to substantiate it. The detailed process for handling the complaints is described in the <a href="https://sbpcert.wpenginepowered.com/wp-content/uploads/2019/03/SBP-Complaints-procedure-v1.1-Jan19-FINAL.pdf" target="_blank" rel="noopener">SBP Complaints Procedure</a>.</p> <p>SBP shall consider complaints from any person or organisation expressing dissatisfaction regarding SBP’s activities or any person or organisation expressing dissatisfaction regarding the activities of an SBP Certification Body or Certificate Holder, where the complaint has not been satisfactorily addressed by the Certification Body.</p> </div> </div> </div></div></div></div><div class="vc_row wpb_row vc_row-fluid"><div class="wpb_column vc_column_container vc_col-sm-12"><div class="vc_column-inner"><div class="wpb_wrapper"> <div class="wpb_text_column wpb_content_element vc_custom_1685106560037" > <div class="wpb_wrapper"> <h2 style="font-weight: 400;"><strong>Complaints Procedure: summary</strong></h2> <p style="font-weight: 400;"><strong>Receipt of complaint:</strong> An assigned Secretariat staff member will acknowledge and analyse the complaint within 10 days, informing the complainant and all other involved parties.</p> <p style="font-weight: 400;"><strong>Informal resolution:</strong> Within 30 days of receipt, the Secretariat staff member will try to informally resolve the issue via email or telephone. A record will be made of all conversations and communications.</p> <p style="font-weight: 400;"><strong>Investigation:</strong> If informal resolution fails, an investigation ensues. The Secretariat staff member will make a recommendation to the SBP Chief Executive Officer (CEO), who will initiate a formal complaints procedure.</p> <p style="font-weight: 400;"><strong>Formal complaints procedure:</strong> The CEO may assign another member of staff or an outside investigator to further investigate the complaint. The investigator must be independent of the complainant and the complaint subject.</p> <p style="font-weight: 400;"><strong>Complaint appraisal:</strong> The investigator will conduct an appraisal to determine the appropriate assessment type for the complaint investigation. This may involve a desk review, on-site assessment, compliance assessment, or other relevant type.</p> <p style="font-weight: 400;"><strong>Additional information:</strong> Further information may be requested from various parties to support the investigation.</p> <p style="font-weight: 400;"><strong>Certification Body performance:</strong> In cases of complaints about the performance of a Certification Body, SBP reserves the right to ask its Accreditation Body to demand correction of non-conformity or take other actions, and to invoice the respective Certification Body for the investigation.</p> <p style="font-weight: 400;"><strong>Response:</strong> The CEO will provide a response to the parties within 60 days of receiving the complaint. The response will include the complaint conclusion, the rationale for the decision, and, if applicable, any follow-up measures.</p> <p style="font-weight: 400;"><strong>Discontinuation:</strong> Lack of cooperation from the complainant may lead to the discontinuation of the procedure, at the discretion of the CEO.</p> <p><strong>Closure:</strong> If no further issues arise, the complaint is deemed resolved and the case file closed.</p> <p><strong>Publication:</strong> With written agreement from all affected parties, a summary of the SBP complaint investigation may be published on the SBP webpage.</p> <p><strong>Suspension or termination:</strong> Should the complaint lead to a non-conformity, suspension or termination of certification or accreditation may arise. 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Some of the data that are collected include the number of visitors, their source, and the pages they visit anonymously.</td></tr><tr class="cookielawinfo-row"><td class="cookielawinfo-column-1">ai_session</td><td class="cookielawinfo-column-3">30 minutes</td><td class="cookielawinfo-column-4">This is a unique anonymous session identifier cookie set by Microsoft Application Insights software to gather statistical usage and telemetry data for apps built on the Azure cloud platform.</td></tr><tr class="cookielawinfo-row"><td class="cookielawinfo-column-1">ai_user</td><td class="cookielawinfo-column-3">1 year</td><td class="cookielawinfo-column-4">A unique user identifier cookie, set by Microsoft Application Insights software, that enables counting of the number of users accessing the application over time.</td></tr><tr class="cookielawinfo-row"><td class="cookielawinfo-column-1">CONSENT</td><td class="cookielawinfo-column-3">16 years 3 months 24 days 10 hours 16 minutes</td><td class="cookielawinfo-column-4">These cookies are set via embedded youtube-videos. 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These cookies track visitors across websites and collect information to provide customized ads. <table class="cookielawinfo-row-cat-table cookielawinfo-winter"><thead><tr><th class="cookielawinfo-column-1">Cookie</th><th class="cookielawinfo-column-3">Duration</th><th class="cookielawinfo-column-4">Description</th></tr></thead><tbody><tr class="cookielawinfo-row"><td class="cookielawinfo-column-1">IDE</td><td class="cookielawinfo-column-3">1 year 24 days</td><td class="cookielawinfo-column-4">Google DoubleClick IDE cookies are used to store information about how the user uses the website to present them with relevant ads and according to the user profile.</td></tr><tr class="cookielawinfo-row"><td class="cookielawinfo-column-1">test_cookie</td><td class="cookielawinfo-column-3">15 minutes</td><td class="cookielawinfo-column-4">The test_cookie is set by doubleclick.net and is used to determine if the user's browser supports cookies.</td></tr><tr class="cookielawinfo-row"><td class="cookielawinfo-column-1">VISITOR_INFO1_LIVE</td><td class="cookielawinfo-column-3">5 months 27 days</td><td class="cookielawinfo-column-4">A cookie set by YouTube to measure bandwidth that determines whether the user gets the new or old player interface.</td></tr><tr class="cookielawinfo-row"><td class="cookielawinfo-column-1">YSC</td><td class="cookielawinfo-column-3">session</td><td class="cookielawinfo-column-4">YSC cookie is set by Youtube and is used to track the views of embedded videos on Youtube pages.</td></tr><tr class="cookielawinfo-row"><td class="cookielawinfo-column-1">yt-remote-connected-devices</td><td class="cookielawinfo-column-3">never</td><td class="cookielawinfo-column-4">These cookies are set via embedded youtube-videos.</td></tr><tr class="cookielawinfo-row"><td class="cookielawinfo-column-1">yt-remote-device-id</td><td class="cookielawinfo-column-3">never</td><td class="cookielawinfo-column-4">These cookies are set via embedded youtube-videos.</td></tr></tbody></table> </div> </div> </div> </div> <div class="cli-tab-section"> <div class="cli-tab-header"> <a role="button" tabindex="0" class="cli-nav-link cli-settings-mobile" data-target="others" data-toggle="cli-toggle-tab"> Others </a> <div class="cli-switch"> <input type="checkbox" id="wt-cli-checkbox-others" class="cli-user-preference-checkbox" data-id="checkbox-others" /> <label for="wt-cli-checkbox-others" class="cli-slider" data-cli-enable="Enabled" data-cli-disable="Disabled"><span class="wt-cli-sr-only">Others</span></label> </div> </div> <div class="cli-tab-content"> <div class="cli-tab-pane cli-fade" data-id="others"> <div class="wt-cli-cookie-description"> Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet. <table class="cookielawinfo-row-cat-table cookielawinfo-winter"><thead><tr><th class="cookielawinfo-column-1">Cookie</th><th class="cookielawinfo-column-3">Duration</th><th class="cookielawinfo-column-4">Description</th></tr></thead><tbody><tr class="cookielawinfo-row"><td class="cookielawinfo-column-1">ARRAffinitySameSite</td><td class="cookielawinfo-column-3">session</td><td class="cookielawinfo-column-4">No description available.</td></tr><tr class="cookielawinfo-row"><td class="cookielawinfo-column-1">WFESessionId</td><td class="cookielawinfo-column-3">session</td><td class="cookielawinfo-column-4">No description available.</td></tr></tbody></table> </div> </div> </div> </div> </div> </div> </div> </div> <div class="cli-modal-footer"> <div class="wt-cli-element cli-container-fluid cli-tab-container"> <div class="cli-row"> <div class="cli-col-12 cli-align-items-stretch cli-px-0"> <div class="cli-tab-footer wt-cli-privacy-overview-actions"> <a id="wt-cli-privacy-save-btn" role="button" tabindex="0" data-cli-action="accept" class="wt-cli-privacy-btn cli_setting_save_button wt-cli-privacy-accept-btn cli-btn">SAVE & ACCEPT</a> </div> <div class="wt-cli-ckyes-footer-section"> <div class="wt-cli-ckyes-brand-logo">Powered by <a href="https://www.cookieyes.com/"><img src="https://sbpcert.wpenginepowered.com/wp-content/plugins/cookie-law-info/legacy/public/images/logo-cookieyes.svg" alt="CookieYes Logo"></a></div> </div> </div> </div> </div> </div> </div> </div> </div> <div class="cli-modal-backdrop cli-fade cli-settings-overlay"></div> <div class="cli-modal-backdrop cli-fade cli-popupbar-overlay"></div> <link rel='stylesheet' id='cookie-law-info-table-css' href='https://sbpcert.wpenginepowered.com/wp-content/plugins/cookie-law-info/legacy/public/css/cookie-law-info-table.css?ver=3.2.7' type='text/css' media='all' /> <script type="text/javascript" id="foundation-js-extra"> /* <![CDATA[ */ var account_script_checker = {"ajaxurl":"https:\/\/sbp-cert.org\/wp-admin\/admin-ajax.php"}; 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