Introduction

NSAI Certification UK is committed to providing a quality service to its customers and strives to continuously improve its services.
We have a wide range of external customers such as manufacturing and service businesses, importers, distributors, retailers, consumers, professionals, media, business representatives, non-governmental spokesmen, researchers, students and personnel from Government departments and official agencies.

We do this through:

Our Promise to You

We will:

  • Deal with you promptly, efficiently and to the best of our ability
  • Provide clear and accurate information
  • Be courteous, friendly and attentive in our dealings with you
  • Treat our customers equally and with respect
  • Consult with our customers on a regular basis in order to evaluate our services
  • Set real and achievable targets and monitor performance against the achievement of those targets
  • Protect any personal information you give to us
  • Listen to your feedback and deal promptly when you have a complaint
  • Should you contact us about matters or issues which are not part of our operations or services, we will do our best to inform you about which other organisation, if any, we believe can best help you with the information you require.

Key NSAI Certification UK activities

Our key activities are certification of products, processes and services.

For certification services we can tell you:

  • What products, processes and services we certify
  • How to get a quote for certification
  • What your obligations are as a certified business or provider of certified products
  • What products must be certified in order to comply with CE/UKCA marking requirements
  • How to find a certification body for your product if we do not provide that service
  • What government departments or agencies are responsible for market surveillance of CE/UKCA marked products

We Value Your Opinion

Let us know when you are happy with the service we have provided for you. Equally, if you are unhappy with our service or if you have suggestions to improve our service, we would like to hear from you.

  • To do this:
  • Log onto our website at www.nsai.uk
  • Email: certificationuk@nsai.uk

How to Make a Complaint

Information about our complaint procedure can be downloaded: Complaints and Appeals Handling Procedure

If you are not satisfied with any aspect of our services or you believe the services you have received fall short of what is outlined in our Customer Charter you have a right to complain. All complaints will be dealt with fairly and independently under our complaints investigation procedure and if we have made a mistake we will do our best to put things right.

We will acknowledge all formal complaints within ten working days and respond to you in writing.