Feedback
Complaints and Appeals Policy
Complaints, appeals, and the commitments that govern both.
Scope
Complaints and appeals are both within scope, and both are welcome. Complaints cover any expression of dissatisfaction with a service arranged through cmmcalibrationpittsburgh.com, or with a certificate or report issued in connection with one. Appeals are requests to reconsider a decision already taken: a statement of conformity, the rejection of an item at review, or the outcome of an earlier complaint.
Both run through this policy, and a complaint is treated as evidence about the process, not as a nuisance.
Current version: 9 October 2026.
Making a Complaint
Submission is through the contact page, which lists the contact details for the desk that receives them.
The quotation or certificate number, the item concerned and the date of the work, what was expected and what occurred, and the outcome sought are all useful. They are not required: complaints are accepted in any form, and acknowledgement is not delayed by a missing reference number.
What Happens Next
Three (3) business days is the acknowledgement period for a complaint.
The complaint is recorded and validated, then investigated by a person who took no part in the work being complained about — impartiality is structural here rather than promised. Where the work was performed by an external laboratory, that laboratory is engaged in parallel and its findings form part of the response.
Twenty (20) business days from acknowledgement is the commitment for a written response setting out the findings, the decision and any corrective action. Where an investigation needs longer, an interim response explains why and gives a revised date. The evidence is gathered and verified, and the outcome decided, by people with the competence to judge the technical question at issue.
Appeals
Appeals may be made within thirty (30) days of the response where the outcome is not accepted. Review of an appeal is by someone who took no part in the original decision, and the decision is issued with reasons within twenty (20) business days.
If the matter remains unresolved and the work was performed by an accredited laboratory, it may be escalated to that laboratory's accreditation body.
Records and Fairness
Records are kept of complaints, appeals, investigations and outcomes, and retained. Periodically the record is reviewed for patterns that point to a systemic cause, and corrective actions are tracked to closure with their effectiveness checked afterwards.
Raising a complaint or an appeal disadvantages no customer, and has no effect on the handling of other work. The quality system page describes the management arrangements this process sits inside.