FoodChain ID has mechanisms in place for handling complaints and appeals related to certification/validation/verification services, whether from third parties against the client or from the client against FoodChain ID. These procedures are described in internal policy document PRO 007 – Complaint/Appeal Handling and Communication with the Client.

Upon receiving a complaint or appeal, formal acknowledgment of receipt is sent to the complainant/appellant, and an analysis is conducted to assess whether it relates to certification activities for which FoodChain ID is responsible or involved.

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

FoodChain ID takes all necessary measures to ensure impartiality in the handling of complaints and appeals, not using people directly involved in the services that gave rise to the complaint/appeal.

After the complaint or appeal has been processed, the complainant/appellant is 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 accept the decision, they will have the right to appeal to a higher court, stating the reasons that led them to appeal to the Accreditation Body or the ordinary courts.

In the case of complaints or appeals related to the certification scheme or validation/verification program, if the complainant or appellant considers that the complaint or appeal has not been handled appropriately by FoodChain ID, they may report this to the scheme/program holder through each organization’s complaint mechanisms.

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 questions or urgent issues, please contact us via our support email: sac@fcid.com.br.

Prefer to talk to us directly? No worries! Our phone number and WhatsApp are available to answer any questions 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 problems as efficiently as possible. Don’t hesitate to contact us! We are here to help.