[ISO/IEC 17025 §7.9 — Complaint Handling]

File a formal complaint

Use this page to file a formal complaint, report suspected non-conforming work, or report an impartiality concern. Every complaint is logged, investigated independently, and closed out in writing — see our Complaint Handling Procedure (QA-SOP-001).

Acknowledgement

Within 1 business day with a complaint reference number.

Independent review

Investigated by personnel not involved in the original activity (§7.9.7).

Close-out

Formal written close-out within 10 business days on FCI letterhead.

Read the full procedure: QA-SOP-001 Complaint Handling Procedure (PDF)

Step 1 of 4

Who's filing this complaint?

Name

Phone (optional)

Company (optional)

Your role (optional)

Preferred contact

Step 2 of 4

What kind of complaint is this?

Pick the closest match — our Quality Manager will confirm classification at receipt.

Do you believe a calibration may be non-conforming?

Could this have affected your downstream measurements?

Step 3 of 4

The complaint

If you have any reference numbers from FCI, please share them — they let our Quality Manager start the investigation immediately.

FCID (if known)

FCI Certificate # (if known)

Your PO # (if known)

Instrument serial # (if known)

Approximate date or period of service (optional)

Short summary (one sentence)

Detailed description

Requested remedy (optional)

Step 4 of 4

Before you submit

Impartiality & Confidentiality (ISO/IEC 17025 §4.1, §4.2)

Impartiality. Your complaint will be investigated by a qualified FCI employee who was not personally involved in the original activity. Our Quality Assurance Manager reports independently to the Chief Operating Officer, outside the laboratory production chain of command. No FCI employee receives any incentive that would discourage impartial investigation.

Confidentiality. All information you share — your identity, the substance of your complaint, and any records we review — is treated as confidential and disclosed only to FCI personnel with a need to know, except where disclosure is required by law or by our accreditation body (IAS).

I have reviewed FCI's Complaint Handling Procedure (QA-SOP-001) and I understand the process, timelines, and my escalation rights.

I acknowledge the impartiality and confidentiality statement above.

FCI may contact me to gather additional information and to communicate the resolution of this complaint. (Recommended — uncheck only if you wish to remain non-contactable, in which case investigation can proceed only to the extent that the information you provided allows.)

Evidence (optional)

Attach up to 6 files (10 MB each). Photos, correspondence, test reports, damaged item photos, etc.

Escalation. If you are not satisfied with our resolution, you may escalate to FCI's Chief Operating Officer, and beyond that to our accreditation body — International Accreditation Service (IAS) — iasonline.org/contact-2.

Records retained 10 years per QA-SOP-004.