Service Performance

• We will return your calls within 24 hours (working days).
• We will issue fee proposals within 2 working days.
• We will issue our reports and findings within 5 working days.
• We will issue our Certificate of Approval(s) (once all conditions have been met) within 5 working days.

Service Commitments

• We will listen to your views, understand your systems and processes, then make an informed judgement.
• We will not hold any pre-conceived ideas, and will always make our judgements independently of others.
• We will care for your success, your products or services and for your clients.
• We are determined to reduce risks and improve outcomes.
• We will treat you, your team and stakeholders with care and respect.
• We will maintain confidentiality of your operations, processes and products.
• We will make public the fact that you have achieved certification.

Organisation Commitments

• We will keep you informed of new programs, and of other compliance issues that may affect you, our clients.
• We will keep our Client Managers informed of new management trends or programs and expect them to inform you of them.
• You have the right to disagree: you may seek a second opinion from an additional Global-Mark representative. If you do not agree with the second opinion, you have the right to appeal and be heard by an independent appeals council.
• We will ensure that our certification trademark(s) are used correctly and do not mislead the market.
• We will ensure that our certification trademark(s) are and remain a symbol of independence, credibility and confidence.