If a client has a complaint about the conduct of any GCL INTL. Auditor then this should be sent in writing to the GCL INTL Quality Manager. If the complaint involves the Quality or Scheme Manager then the complaint is to be addressed to the Chairman of the Governing Board of GCL INTL.
All Clients are required to maintain a log of all Customer Complaints raised against them. This log must be available for review during all Assessment and Surveillance Visits. This log shall also be available to GCL INTL Staff upon request.
If complaints are received by GCL INTL direct from the users of GCL INTL’s Clients about their products and/or services they will be investigated, this may require a client Visit which will incur extra cost. However, wherever possible investigations will be carried out during Surveillance Visits.