Fapas® Proficiency Testing Complaints and Appeals Procedure
Whilst Fapas® strives to provide a reliable and smooth service for our customers, no institution is perfect and occasionally it may be necessary to raise a concern regarding your participation in our proficiency tests. Please send your complaint or appeal via email to [email protected], supported by as much detail as possible (including pictures if these would be relevant/helpful to any investigation).
Fapas® will acknowledge and initially respond to the complaint/appeal within 5 working days. Fapas® will work to complete the investigation and close the complaint/appeal as soon as possible, however, the timescales will vary depending upon the nature of the investigation. If the investigation needs longer than 5 working days from receipt of the complaint/appeal, an estimate for the time taken to issue our final response will be provided.
All complaints and appeals will be investigated by, or reviewed and approved by, persons not involved in the subject of the complaint/appeal in question.