Complaints about certified products should be raised with the customers. If no satisfactory response is received, the complaint may be raised with the empowered Certification Body, or the KEYMARK Management Organization, who will inform the empowered Certification Body.

The empowered Certification Body shall ensure that complaints are investigated by the customer as soon as possible and, where appropriate, advise the complainant of the outcome. If the investigations of the empowered Certification Body reveal non-compliance with the requirements of the relevant European standard(s) or the KEYMARK Scheme, the required action arising from the investigation of this complaint is notified by the empowered Certification Body to the client in a registered letter.

This action can be a corrective action, suspension of the right to use the KEYMARK, or withdrawal of the right to use the KEYMARK.