Contact

Complaints and/or claims regarding services and/or products can be submitted by phone or by email to beschwerde@ssw-pruefsysteme.de. In both cases, a complaints procedure is opened immediately. Within one day, the customer receives confirmation of receipt of the complaint at the email address we have on file. In our internal complaints procedure, we first check whether the complaint is a technical one or of another kind. In all cases, our laboratory manager is informed of the complaint first. The employees concerned are then informed and given the opportunity to comment on the matter. Once the comments have been received, the laboratory manager decides whether the complaint is justified and checks whether an immediate response can solve the problem. In this case, an immediate corrective action is defined with the department concerned, and the customer is informed of this action within 24 hours. The laboratory manager writes a report covering the course of the complaint and its outcome as well as the cause of the error and the corrective actions taken or required. The customer is informed of the evaluation, whether the complaint is justified, the next steps or the conclusion of the procedure within one week. In general, we use every complaint or claim to improve our management system. Even if a complaint can no longer be resolved by a direct action, we still use it to continuously improve our services.