Complaints
Raising a Concern or Complaint
What a complaint or appeal covers, who investigates it, and when you hear back.
What Counts as a Complaint
Two things are covered here, both of them welcome, and each with its own definition.
- Complaint. An expression of dissatisfaction with a service arranged through cmmcalibrationoklahomacity.com, or with a certificate or report issued about it.
- Appeal. Reconsideration, on request, of a decision already taken — a statement of conformity, the rejection of an item at review, or the outcome of an earlier complaint.
This policy handles both. What a complaint tells you about the process is evidence, not a nuisance.
Last revised October 9, 2026.
Where to Send It
A complaint or an appeal can be submitted through the contact page, where the contact details for the receiving desk are listed.
Useful detail includes:
- the quotation or certificate number
- the item concerned, and the date of the work
- what was expected, and what occurred
- the outcome sought
None of it is required: complaints are accepted in any form, and a missing reference number causes no delay in acknowledgement.
Investigation and Response
Three (3) business days after a complaint is received, it is acknowledged.
What follows is recording, validation, and investigation by someone who took no part in the work being complained about, so the review stays impartial; if an external laboratory performed the work, that laboratory is engaged in parallel, and its findings become part of the response.
Within twenty (20) business days of acknowledgement, a written response goes out with the findings, the decision and any corrective action. Should the investigation run long, an interim response is sent instead, giving the reason and a revised date. The people who gather and verify the evidence, and who decide the outcome, are competent to judge the technical question at issue.
If the Outcome Is Not Accepted
An appeal against an outcome that is not accepted can be made within thirty (30) days of the response. It is reviewed by someone who took no part in the original decision, with reasons given within twenty (20) business days.
If the accredited laboratory that performed the work leaves the matter unresolved, escalation to that laboratory's accreditation body remains open.
Records and Non-Retaliation
Complaints, appeals, investigations and outcomes are recorded and retained. The record is reviewed periodically for patterns that point to a systemic cause. Corrective actions are tracked to closure and their effectiveness is checked afterwards.
No customer is disadvantaged for raising a complaint or an appeal, and doing so has no effect on the handling of other work. The management arrangements this process sits inside are described on the quality system page.