Customer Feedback Policy for Regulatory Services

We hope there will be times when we exceed your expectations, and you want to share the positive experience you have had with us. We are always pleased to receive your positive comments as it is useful for us to know when we have done a good job so that we can promote good practice throughout our organization and give credit to our people where credit is due.

An expression of dissatisfaction, other than an appeal, by any person or organization, to BSI, relating to the activities or behaviour of someone working on behalf of BSI or the products or services of BSI.

A request for reconsideration of any decision made by BSI related to the certification process, for example, an appeal against a nonconformity raised by an auditor during an audit.

If you are a certified client of BSI Regulatory Services and are dissatisfied with its products or services, please submit your complaint to BSI Regulatory Services Head of Compliance and Risk
(MedDevComplianceandRisk@bsigroup.com). We will ensure we understand your concerns fully and deal with the complaint fairly and promptly. You will be kept informed of progress, and we will reply as soon as the complaint has been fully investigated.

Complaints about a certified client should also be submitted in writing, as above. Having confirmed that the subject client is certified by BSI, the complaint will be investigated, and appropriate action will be taken if and when considered necessary. However, BSI is restricted from sharing information regarding the outcome of complaints about certified clients due to reasons of confidentiality between BSI and the client in question.