Every customer of the validation and verification body TÜV Rheinland Energy & Environment GmbH has the possibility to complain about a validation and verification service, no matter if it concerns content or administrative related items. TÜV Rheinland Energy & Environment GmbH accepts any way of submitting a complaint, e.g. via our web form in our Praise and Criticism section, by electronic or conventional mail, by phone or in person.

If a complaint refers to at least one of the following points:

• Refusal to proceed with a validation/verification,
• decisions to refuse or withdraw a validation/verification,

such complaint will be treated as an appeal.

The validation and verification body TÜV Rheinland Energy & Environment GmbH will acknowledge receipt of an objection/complaint in writing, usually within one week of receipt of the objection/complaint.

After reviewing an objection/complaint, the Validation and Verification Body TÜV Rheinland Energy & Environment GmbH sends a statement of acceptance or rejection, with reasons.

In order to avoid conflicts of interest when processing a complaint/appeal, decisions must be made by independent personnel. In cases where this cannot be fully ensured, the validation and verification body TÜV Rheinland Energy & Environment GmbH is obliged to initiate the group mechanism for ensuring impartiality (steering committee BS I GER). The steering body can also be informed if the appellant agrees with the statement, the reasoning or, if applicable, the revision of the decision and if he communicates this in writing.

After the complaint/appeal has been fully processed, the complainant/objector will always receive a final response.

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