Complaints Policy
Introduction
Natural Capital Certification Ltd ("NCC") is committed to conducting its activities in a fair, impartial and professional manner.
We welcome feedback and take all complaints seriously. Complaints provide an opportunity to improve our services and maintain confidence in our assessment activities.
What Is a Complaint?
A complaint is any expression of dissatisfaction relating to NCC's activities, personnel or decisions where a response is expected.
How to Submit a Complaint
Complaints should be submitted in writing and should include sufficient information to allow the matter to be investigated.
Complaints may be submitted by email to:
info@naturalcapitalcertification.com
How Complaints Are Handled
NCC will:
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Acknowledge receipt of a complaint within 5 working days.
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Assess and investigate the complaint in an impartial and objective manner.
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Ensure that personnel directly involved in the subject of the complaint are not involved in its investigation.
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Communicate the outcome of the investigation to the complainant.
Timescales
NCC aims to provide a response within 20 working days of receiving a complaint.
Where additional time is required, the complainant will be informed of the reason for the delay and provided with an updated timeframe.
Principles
NCC is committed to ensuring that:
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Complaints are handled fairly, objectively and impartially.
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The complaints process is transparent and accessible.
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Complaints are investigated proportionately.
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Complainants are not disadvantaged as a result of raising a complaint.
Contact
If you have any questions about this Complaints Policy, please contact:
info@naturalcapitalcertification.com
A copy of the full NCC Complaints Procedure is available on request.
Updates to this Complaints Policy
NCC may update this Complaints Policy from time to time. The most recent version will always be available on this website.
Last updated: October 2026