FoodChain ID has mechanisms for handling complaints and appeals related to certification services, whether from third parties against the certified client or from the client against FoodChain ID. These procedures are described in the internal regulatory document PRO 007.

Upon receiving a complaint or appeal, the complainant/appellant is formally acknowledged and an analysis is carried out to assess whether it concerns the certification activities for which FoodChain ID is responsible or involved.

To analyze a complaint or appeal, the complainant or appellant’s details and details about the situation are required.

If the appeal is upheld, the FoodChain ID Impartiality Committee is called to investigate it. FoodChain ID does not involve members of its staff in the appeal investigation process.

After the processing of a complaint or appeal has been completed, the complainant/appellant will be formally notified by email of the outcome and conclusion of the complaint or appeal process.

In the event of a complaint or appeal, if the complainant or appellant does not comply with the decision, he/she will have the right to appeal in a second instance, explaining the reasons that led him/her to appeal to Cgcre or the ordinary courts.

In the case of complaints or appeals related to the Bonsucro certification program, if the complainant or appellant considers that the complaint or appeal was not handled appropriately by FoodChain ID, he/she may report this to Bonsucro through the Bonsucro Complaints Mechanism. FoodChain ID will report to Bonsucro any complaint or appeal that is not resolved.

FoodChain ID will take any further action necessary to resolve the complaint or appeal.

If you wish to make a complaint or appeal related to the services that FoodChain ID performs, please use one of the channels below:

For quick queries or urgent issues, please contact us through our support email: sac@fcid.com.br

Prefer a direct conversation? Don’t worry! Our phone number and WhatsApp are at your disposal to resolve any issues you may have: +55 54 3222-1659 and +55 54 9338-0573

We are committed to providing excellent customer service and resolving your questions or issues as efficiently as possible. Do not hesitate to contact us! We are here to help.