12.2 Complaints

12.2.1 Where a complaint is made to the service provider, the complainant shall do so by confirming in writing the nature and circumstances relating to the complaint.

12.2.2 All complaints relating to the certification process shall be fully investigated and where upheld, appropriate action shall be taken by the service provider. 

12.2.3 The service provider shall maintain a record of all complaints made, investigations undertaken, and actions taken when complaints are upheld and report these to the BMPA Technical Policy Manager on a quarterly basis.