1. Purpose
This procedure explains how to complain about our services or conduct, and how to appeal against a testing, inspection or certification decision. Every complaint and appeal is recorded, investigated fairly and answered in writing.
Fairmetric Testlabs is a trading name of Gaminglabs International Ltd, a company registered in the Republic of Mauritius (company number to be confirmed). In these documents, “Fairmetric”, “we”, “us” and “our” mean Gaminglabs International Ltd, trading as Fairmetric Testlabs. You can contact us at hello@fairmetric.io.
2. Definitions
- Complaint: an expression of dissatisfaction with our services, staff or conduct, where a response is expected.
- Appeal: a request to reconsider a decision we have made about a test result, inspection finding or certification.
3. How to raise a complaint or appeal
Email hello@fairmetric.io with the subject “Complaint” or “Appeal”, and include:
- your name, organisation and contact details;
- the project, report or certificate reference, if there is one;
- what happened and why you are dissatisfied;
- the outcome you are seeking, and any supporting evidence.
Appeals should be lodged within 30 days of the decision being communicated.
4. What happens next
| Step | Timing |
|---|---|
| We acknowledge receipt and give you a reference number | Within 2 working days |
| We confirm whether the matter relates to our activities and, if so, start an investigation | Within 5 working days |
| We investigate, gathering and checking all necessary information | Ongoing, with updates to you |
| We send a written response with our decision and reasons | Normally within 30 days of receipt |
If a matter is complex and needs longer, we tell you why and when to expect our response.
5. Fairness and independence
- Complaints and appeals are reviewed by people who were not involved in the activity concerned.
- Raising a complaint or appeal will not lead to discriminatory treatment of you or your organisation.
- We keep the matter confidential, and share information only as needed to investigate it or where the law requires.
6. If you remain dissatisfied
If you are not satisfied with our final response, you may refer the matter to the relevant regulator or, once Fairmetric is accredited, to our accreditation body. We will give you their contact details on request.
7. Learning from complaints
We review complaints and appeals as part of our management review, and use them to improve our methods and service.