Complaints
When something is wrong with an order, a certificate, or us, the route it takes and how long each step is allowed to take.
Route
Complaints enter through the contact page with the order number or lot number attached. The desk acknowledges within one business day, resolves or states a plan within five, and appends anything certificate-related to the lot’s public record, including complaints we did not fully win.
Certificate disputes
A disputed value goes to re-test: the retain sample of that lot, the same laboratory, the same panel. If the retain disagrees with the certificate, the lot is recalled from sale, buyers of that lot are contacted, and the record is corrected. If the retain agrees, the certificate stands and you are told so plainly.
Escalation
If five business days pass without a resolution, the complaint escalates to the operator directly, and you are given that contact. Unresolved consumer disputes can additionally go to the relevant European dispute-resolution platform; we do not require it before answering you ourselves.
Pattern, not anecdote
Complaints are counted by lot. A pattern against one lot is evidence about that lot, and lots with a pattern are pulled, the reject log has entries that started as two quiet emails.