Complaints Process
Your Feedback Matters
Overview
Infinity Quality Company values feedback from all stakeholders and is committed to addressing complaints in a fair, timely, and transparent manner. We encourage clients, certification candidates, and other interested parties to bring forward any concerns.
What is a Complaint?
A complaint is an expression of dissatisfaction, other than an appeal, by any person or organization to a certification body or accreditation body, relating to the activities of that body, where a response is expected.
Who Can File a Complaint?
Clients
Organizations seeking or holding certification
Stakeholders
Interested parties and regulatory bodies
Public
Any individual with legitimate concerns
Complaint Handling Process
Receipt and Acknowledgment
Your complaint is received and acknowledged within 2 business days
Initial Assessment
Complaint is reviewed to determine validity and assign appropriate personnel
Investigation
Thorough investigation conducted by impartial personnel
Resolution
Appropriate action taken and complainant informed of outcome
Closure and Follow-up
Complaint closed and effectiveness of resolution monitored
How to Submit a Complaint
Send detailed complaint to:
complaints@infinitycert.com.sa
Written Letter
Submit formal complaint letter to our registered office address:
Al Olaya Street, Al Olaya District, Riyadh, Saudi Arabia
Please Include:
- Your contact information
- Detailed description of the complaint
- Relevant dates and events
- Supporting documentation (if available)
- Desired resolution or outcome
Our Commitment
Confidentiality
All complaints are handled with strict confidentiality
Impartiality
Investigation conducted by impartial personnel
Timeliness
Complaints resolved within reasonable timeframes
Communication
Regular updates provided throughout the process