Complaints, Appeals and Feedback Procedure
A complaint or an appeal can be received by the contact form and type ‘Complaint’, ‘Appeal’ or ‘Feedback’ in the subject line. You may also write, call or e-mail Exveritas at the details provided on the form.
All complaints and appeals are forwarded to the Quality Manager, who is responsible to collect the necessary information and understand the problem and provide a acknowledge receipt with the a planned time for solving the problem. He will contact the person who raised the issue to acknowledge receipt.
The Quality Manager is responsible by all activities related to the required actions to resolve the problem and to get a reasonable client satisfaction in the end of this process. The Quality Manager can designate activities for any ExVeritas employee; such activities are tracked in our Quality System.
If reasonable, the Quality Manager or a designed person shall provide a Root Cause Analysis based on the information collected during the process of receiving the complaint or the appeal. A counter-measure action is always required in any case of complaint or appeal. It includes the quick problem correction or to provide a clear explanation about the motives for a decision taken in such a way that a reasonable client satisfaction is achieved.
When the Quality Manager consider necessary, using the root cause analysis, corrective or preventive actions shall be undertaken according to our internal quality procedure. In the end of all activities related to a Complaint or an Appeal, the resulted achievements shall be enough to assure that the client is satisfied with the ExVeritas approach to resolve the problem and that the problem is not going to be raised again.
All feedbacks received from customer are considered by the ExVeritas top management for improvements or for marketing promotions. Such feedbacks can be provided through the ExVeritas website or by e-mail.
When the top management consider a feedback as negative or that could be implemented as an opportunity for improvement, the Quality Manager is supplied with the details about the customer feedback and a preventive actions process is performed.
Complaints, Appeals and Feedbacks are independently reviewed by the Exveritas Governing Body which provides impartial and independent adjudication where the issues raised can not be resolved between the client and Exveritas.