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Contact DEKRA Audit

DEKRA Audit around the world

We act impartially and independently, free from external and internal influences. Our operations are based on legislation, requirements imposed by accreditations, standards and ethical guidelines of DEKRA. Our goal is a satisfied customer. However, sometimes our decisions may not appear fair. In such a case, our customer has the right to appeal. We apologise for any deficiencies or improvement requirements in our services. We are always looking for ways to improve our services. We would like to receive feedback from you to ensure our high customer service level. The feedback you provide us can be negative or positive.

Appeals

Please send any appeal against our decision via email to toimisto.fi@dekra.com. Please include your company’s contact details, your name and contact details, as well as, the identification code of the protocol, report or certificate that you are appealing against. The appeal must be submitted within 30 days of you receiving the decision.
The 3-member adjudication board, appointed by the testing company’s management group, assesses the appeal. The board’s members must not in any way be connected to the issue at hand. The board will either endorse or reject the appeal within 30 days of receiving it. The testing company will inform the customer of the board’s decision.
If you are not satisfied with the decision, you can contest it by appealing to your region’s administrative court.

Complaints

Complaints regarding our certified client or our evaluation process, such as an inspection report, suspension of an evaluation or refusal to issue a certificate, can be submitted to sertifiointi(at)dekra.com.
Complaints about our assessment process will be dealt with by a committee appointed by DEKRA's management team within 30 days of receipt of the complaint. The committee cannot include individuals who are the subject of the complaint or have been involved in the assessment process in question. The applicant will be informed if more time is needed to process the complaint. The committee will either accept or reject the complaint and inform the applicant in writing of its decision. If the applicant is not satisfied with the handling of the appeal, the matter may be decided by the courts.
Complaints about a certified client will be dealt with at the next audit of that client or at a specific audit concerning the complaint.

Customer feedback

You can let us know how satisfied or dissatisfied you are with our service via email to toimisto.fi@dekra.com. Include the name of your company, your name and, if applicable, the protocol’s identification code or the project number, as well as, your written feedback. You can also contact any DEKRA employee directly.

Request for information

Send us your personalised request for information by e-mail to toimisto.fi@dekra.com, we will forward it to the person in charge.