VINE CONSULTANCY COMPLAINT PROCEDURE

To ensure all complaints received by Vine Consultancy are addressed impartially, consistently, and in a timely manner, while maintaining the confidentiality of all parties involved. This procedure applies to all complaints related to Vine Consultancy’s audit and certification activities, including those from clients, audited organizations, or other stakeholders.

Complaints can be submitted via email, phone, or written communication to Vine Consultancy (vineconsultancyadm@gmail.com ).

Required details include:

• • • • Name and contact information of the complainant.

      • Description of the complaint, including relevant facts and evidence.

      • Date and context of the issue.

Acknowledge receipt of the complaint within 3 working days. Vine will provide the complainant with an initial response outlining the complaint handling process.

Vine will determine whether the complaint is within the scope of Vine Consultancy’s activities and conduct investigation. Based on the investigation, Vine will propose corrective and preventive actions, and notify the complainant within 30 days. The final decision is reviewed and approved by personnel independent of the investigation.

All complaint-related information is handled securely and only shared on a need-to-know basis. Vine ensure the complainant and other parties involved are protected from any form of discrimination.

Vine will determine, in consultation with the complainant and audited client, whether the complaint and its resolution should be disclosed publicly, and to what extent.

Vine will periodically review complaint records to identify trends and areas for improvement and update this procedure as necessary to enhance effectiveness and compliance.