Complaints procedure
In daily operations, misunderstandings and differing assessments of procedures and decisions may occasionally arise. Do you have a concern or complaint regarding our company, our services, or one of our clients? EnvService handles your concern in a professional manner following a defined process with the highest possible level of transparency.
Handling Complaints
Below, we provide insight into the complaints management process of EnvService GmbH and describe how communication is conducted with the relevant parties. Regardless of how your complaint reaches us, it will be forwarded to the responsible person for handling said complain in a professional manner.
Within one week of receiving your complaint, you will receive an initial response from us in the form of an acknowledgment of receipt. This will include the name of your assigned contact person and information on the next steps.
Complaints and objections are always recorded in writing and are permanently documented throughout their progression. The responsibility for handling the case lies with an employee of EnvService GmbH who is not associated with the issue being criticized. They will clarify the matter, if necessary, with the involvement of internal and external experts.
Once the matter is resolved, the results will be communicated in writing to all affected parties. If necessary, corrective actions will be implemented in the relevant company processes, and staff will be trained accordingly.
Sharing of Information
If the concern or complaint involves a third party, we will, with your consent, inform the affected company and request direct resolution. All shared information will be treated confidentially. If required by the nature of the complaint, the accreditation body may be informed about the matter.
Contacting Us
You are welcome to submit your concern or complaint via one of the following communication channels:
- By phone: +49 4175 849-9001
- By e-mail: service@envs.eu
- By mail: EnvService GmbH,
Großer Burstah 50-52, 20457 Hamburg, Germany
