Complaints Process

Complaints

SCCS aims to maintain the highest standards of service. However, should you wish to lodge a formal complaint, it will follow the process outlined below to investigate your complaint.

Complaints to SCCS should be addressed to the Director of Certificaton at sccsinfo@steelconstruction.org. All complaints (written and oral) will be received by the Director of Certification and logged.

The Director of Certification will acknowledge receipt of all complaints within 5 working days and provide a date for the next contact.

Investigation of complaints:

All complaints are validated, investigated and followed through to a conclusion by the Director of Certification, whilst observing the requirements for confidentiality.
The Director of Certification will ensure that a complainant is kept informed of progress on their complaint. The progress of the investigation into the complaint is recorded, including tracking actions undertaken and the effectiveness of the actions. These are recorded on individual reports.
Where the complaint involves activity undertaken by an Assessor or a sub-contract organisation the form and relevant correspondence will be forwarded, without identifying the source, to the organisation for a response without delay.
Where the complaint is about a company certified by SCCS, then the complaint will be forwarded, without identifying the source, to the company in question for investigation and response back to SCCS. The Director of Certification will also perform an independent review of the complaint to assess any impact to the certified management system.
On completion of the investigation into a complaint, the Director of Certification will inform the complainant of the outcome and the required correction and corrective action where necessary, and if the action has been or is being taken.
The Director of Certification will ensure that appropriate correction and corrective action is taken and will record these actions and outcomes.
The decision to be communicated to the complainant will be reviewed and approved by the Certification Board Chairman and reviewed for impartiality by the Impartiality Panel.
The Director of Certification will, with the client and complainant, decide on the extent of information relating to the complaint or resolution to be made public.
For serious unresolved complaints, the complainant can request an independent review of the complaint. This request must be made in writing to the Director of Certification who will then advise the Certification Board Chairman. Otherwise the complaint is considered as closed and the complainant is informed accordingly.

Review of complaints:

The Director of Certification shall review the Register of Complaints at the end of each year to analyse the causes, and identify trends that may require appropriate management action to be taken by the Scheme.

Any complaints received and the appropriate action taken will be presented at the Management Review.

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SCCS Client testimonials

What our clients say

Specialist knowledge of our industry ensures that the audit process provides a thorough examination of our processes and procedures proactively challenging our management team to impart a genuine sense of achievement and an intrinsic understanding of the importance these standards hold for our industry.

SDM Fabrications Ltd, SCCS Client

Their specialist knowledge in the steel industry assists us in our commitment to continuous improvement across a number of certifications, one of which is BS EN 14001.

John Reid & Sons (Strucsteel) Ltd, SCCS Client

SCCS have been outstanding with the levels of service they have provided us whilst gaining BS EN ISO 45001 and gives us great satisfaction knowing we have the accreditation and expertise to provide to our clients.

MJ Robinson Structures Ltd

SCCS were invaluable at every stage while we achieved our accreditations including BS EN ISO 3834-2 in line with our company’s growth and development plans. As an industry leading business continually pushing the boundaries of success, we believe reaching and maintaining these standards is key to our continued development.

John Lawrie Tubulars, SCCS Client

We decided to swap our FPC BS EN 1090-2:2018 Execution Class 2 certification to SCCS and couldn’t be happier with our decision! SCCS have been professional in every respect and we would highly recommend them.

Allied Fabrications Ltd, SCCS Client

The levels of knowledge and service from the SCCS team were invaluable to us. From the opening conversation to the NHSS 20 certification being awarded, nothing seemed too much trouble. We look forward to continuing to work closely with them.

Hollygate Fabrications Ltd, SCCS Client

SCCS fully understand the structural steel business and offer a comprehensive suite of certifications, including NHSS 19A, that meet our own and our client’s needs. They are very responsive and the level of service from the support team is outstanding.

Severfield, SCCS Client

SCCS have always provided an exemplary audit service, with knowledgeable auditors who provide good feedback. First class service!

Braithwaite, SCCS Client

SCCS is the only company that certifies this standard and it enables us to sell our steel into highways markets. As a bulk trader we were already certified to 9001:2015 & CARES so NHSS3B was a natural progression for us.

All Steels Trading, SCCS Client

Adstone Construction have used SCCS as our certification body since 2012, we have found their audit process to be informative, fair, and with excellent communication in their processes. The mature systems in place are the bedrock of our company and allows the business to evaluate and monitor performance and continue to grow.

Adstone Construction Ltd, SCCS Client

SCCS are informative and knowledgeable providing good support during the audit. We wouldn’t consider another auditor for our accreditation.

Customised Sheet Metal Ltd

The continuity of certification services from SCCS to Severfield PLC has enabled a strong understanding of certification requirements and working partnership to develop.

Severfield PLC

Quality and Health & Safety are paramount at Kloeckner Metals UK and we are proud to be working in partnership with SCCS whose guidance and assistance is invaluable in implementation of Management Systems improvements.

Kloeckner Metals UK

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