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If you disagree with a certification decision made by ESL, you have the right to appeal. We are committed to handling all appeals fairly, impartially, and in a timely manner.

How to Submit an Appeal

• Appeals must be submitted in writing within 14 calendar days of receiving the certification decision.
• Appeals should clearly explain the reasons for disagreement and include supporting evidence or documentation.
• Submission and Confirmation
• Once received, the Quality Assurance & GRC Manager will:
  • Register your appeal
  • Inform the Certification Manager.
  • Send you confirmation of receipt

If the Quality Assurance & GRC Manager is unavailable, the General Manager will assign another responsible person to handle the appeal.
Investigation and Review

1. The Quality Assurance Lead conducts an initial investigation and records the findings
2. If required, the appeal is forwarded to the ESL Appeal Committee,
3. The appeal is presented to the Committee by the case’s Certification Specialist and Certification Manager,
4. The Committee reviews the appeal and records its opinion
5. Based on this, the Quality Assurance & GRC Manager completes the Conclusions and drafts a response.
6. The General Manager makes the final decision within 35 calendar days of receiving the appeal.

Possible Outcomes

• Decision Overturned: The original decision is changed and explained to you.
• Decision Confirmed: The original decision remains. If necessary, certification deadlines may be adjusted.

Final Response

• ESL’s Executive Secretary sends the final decision to you within 7 calendar days of the decision.
• The Quality Assurance & GRC Manager records the response, closing the case.

Follow-up Actions
If any corrective or preventive actions are needed as a result of the appeal, the Certification Manager will initiate them.
Confidentiality Assurance
All appeals are handled with the strictest confidentiality. ESL ensures:

• Your identity is protected throughout the process.
• Confidential information is shared only with relevant personnel on a need-to-know basis.
• No use of confidential details in a way that could reveal your identity.

Ongoing Monitoring
The appeals process is continuously monitored by the Quality Assurance & GRC Manager, and regular audits are performed to evaluate effectiveness and ensure improvement.

Emirates Safety Laboratory (ESL) values feedback and is committed to addressing concerns related to our certification services promptly and fairly. If you wish to raise a complaint, please follow the process below.

How to Submit a Complaint

• Complaints must be submitted in writing within 14 calendar days of the issue occurring.
• Include sufficient detail to support investigation
  • Individuals involved
  • Description of the issue
  • Date, time, and location
  • Attach any relevant correspondence or supporting documentation

Submission Instructions
Please send your complaint to the ESL Quality Assurance & GRC manager using the contact details provided on our website. Your submission will be acknowledged upon registration.
What Happens Next

1. 1. Acknowledgement

The complaint is logged in and you will receive confirmation once it has been registered.

1. 1. Initial Review

If the complaint is deemed illegitimate, you will be informed, and the case will be closed.
If legitimate, the Quality Assurance Lead will conduct an initial evaluation and inform you within 14 calendar days on how the complaint will proceed.

1. 1. Investigation

An in-depth investigation is conducted. If needed, the Certification Manager or other ESL staff may be consulted.
If the complaint involves the Quality Assurance & GRC Manager, the General Manager will assume all responsibilities related to the investigation.

1. 1. Response and Closure

Based on the findings, the General Manager will approve a final response.
A formal reply will be sent within 35 calendar days from the date of confirmed receipt.
Once sent, the complaint is recorded and closed.

1. 1. Follow-up Actions

If the investigation identifies the need for corrective, preventive, or improvement actions, the Certification Manager will initiate them accordingly.

1. 1. Our Commitment

We handle all complaints professionally, impartially, and in full alignment with our internal procedures. Continuous review and improvement of our certification services are driven by your feedback

For queries or support, please contact our Quality Assurance team.

At ESL Testing, we are committed to upholding the highest standards of service. If you are an Applicant or Owner of a Test Report or Classification/Assessment issued by ESL and wish to raise a concern about our services, you may submit a formal complaint.
How to Submit a Complaint

• Complaints must be submitted in writing within 14 calendar days of the issue arising.
• Include as much detail as possible:
  • Individuals involved
  • Description of the issue
  • Date, time, and location
  • Any relevant correspondence or evidence

What Happens Next

1. 1. Acknowledgement

Your complaint will be registered, and you will receive confirmation of receipt.

1. 1. Initial Evaluation

The Quality Assurance Lead reviews the complaint and responds within 14 calendar days, outlining the next steps.

1. 1. Investigation

All necessary information is gathered and reviewed. If required, additional ESL staff may be involved in the evaluation.

1. 1. Outcome and Response

A formal reply, including any corrective or improvement actions, will be sent to you within 14 days of acknowledgement.

1. 1. Further Actions

If the complaint reveals nonconformities or systemic issues, appropriate actions such as internal audits may be taken to ensure continued compliance and improvement.

Our Commitment
All complaints are handled confidentially, impartially, and in accordance with ESL procedures. Feedback and complaint data are reviewed regularly as part of our ongoing commitment to quality and continuous improvement.
For any questions regarding the process, please contact our Quality Assurance & GRC Manager.