VNL ENGINEERING

Forms, procedures and rules for working with the laboratory.

01

Documents

Ф 7.1-1

Request for laboratory activities

Request for sampling and/or testing.

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Ф 7.1-4

Client questionnaire

Feedback on the quality of the services provided.

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Ф 7.9-1

Complaint form

Form for submitting a complaint relating to laboratory activities.

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Ф 6.6-2

Supplier evaluation

Form for the evaluation and approval of suppliers.

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С 8.3-6

List of dated standard versions

The current versions of the standards the tests are performed to.

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02

Complaints handling

Public description of the process, as required of the laboratory.

Public description of the process

The laboratory receives and handles complaints relating to the laboratory activities for which it is responsible. The process is managed objectively, impartially, and with protection of confidential information.

Submitting a complaint

A complaint is submitted in writing using the published Complaint Form. The completed form may be sent by email or to the laboratory’s postal address, both given in the Contact section of this website.

The complaint must clearly identify the complainant and their contact details, the subject of the complaint, the laboratory activity concerned, and any documents or other information supporting the claims.

Form

To submit a complaint, use the Complaint Form published on this page.

DownloadDOCX

Handling of the complaint

  1. Receipt and acknowledgement

    The laboratory registers the complaint and notifies the complainant in writing of its receipt and of the assigned reference number. It is verified whether the complaint relates to laboratory activities for which the laboratory is responsible.

  2. Investigation and analysis

    The necessary information is gathered and verified. Where required, the laboratory may request further information or documents from the complainant.

  3. Impartial decision

    The decision on the complaint is made, reviewed and approved by a person who was not involved in the laboratory activities that are the subject of the complaint. Where this cannot be ensured using laboratory personnel, an external competent and independent person is engaged.

  4. Actions

    Where a complaint is justified, the laboratory determines and carries out actions appropriate to its subject and to the causes identified.

  5. Notification and closure

    The complainant is informed in writing whether the complaint is justified, of the period set for resolving it, and on request of the progress of its handling. On closure they receive a written conclusion and notice that the process has ended.