COMPLAINT/GRIEVANCE MANAGEMENT

At ACERTA we attach the utmost importance to the satisfaction of our customers and the continuous improvement of our services. All complaints or claims must be submitted in writing through the form available on this website or by e-mail. Complaints received verbally must be formalized in writing for processing.

Exceptional cases of complaints are complaints submitted by Public Administrations, ENAC, promoters of standards or other competent bodies will be processed regardless of the format in which they are received.

In the case of FOOD's operational area, GLOBALG.A.P., BRCGS and IFS complaints are pre-assigned to the respective scheme managers of these standards. These scheme managers will handle the complaints directly with the promoters of the standards and will continuously report to the General Management and the Quality Department of FOOD.

All complaints are recorded, rigorously analyzed and the results are reported to the Impartiality Committee to ensure transparent and objective management.