📄 Appeals and Complaints Handling Procedure

Bao Fu is committed to handling all appeals and complaints in a constructive, impartial, and timely manner. We have established clear processes for receiving, evaluating, and making decisions on each case, and all matters are carefully recorded and tracked in accordance with our internal procedures to ensure formal responses and fair treatment for all parties involved.

🔷 Appeals

• An appeal refers to a formal objection to a verification decision made by Bao Fu (e.g., non-conformity, denial of certification, withdrawal of a certificate, etc.).
• Appeals may be submitted via the website form , customer service hotline, or in person. We encourage written submissions with clear descriptions of the objection to facilitate processing.
• All appeals will be initially reviewed and verified by personnel who were not involved in the original decision-making, and will be handled objectively by independent personnel.
• The appeal handling process is publicly accessible and does not require a request to obtain.
• Appeal decisions and progress will be formally communicated to the appellant in writing.
• In general, appeals will be processed within 7 working days of acceptance. If an extension is necessary, the appellant will be informed of the reason and expected timeline.
• The process is confidential, and Bao Fu guarantees protection against any discrimination or retaliation towards the appellant.

🔷 Complaints

• A complaint refers to dissatisfaction or concern related to Bao Fu’s service quality, operations, verification personnel, or procedural matters.
• Complaints may also be submitted through the website form (see link below), customer service hotline, or in person. Submissions will be classified based on content and forwarded to the appropriate responsible department.
• Standard complaints should be resolved within 1–3 working days. If necessary, the handling period may be extended, and a clear written response will be provided.
• If the complainant is not satisfied with the result, follow-up actions will continue for up to 15 days until a complete resolution is provided.
• Personnel will review relevant records and conduct internal investigations where necessary. Corrective and preventive actions will be taken as appropriate.
• The result will be officially communicated to the complainant. All personal and case information is handled in accordance with data privacy laws.

🔒 Our Commitment

• All appeals and complaints are handled impartially by personnel not involved in the original decision or incident to ensure fairness and procedural integrity.
• Upon resolution, each case will be signed off by a responsible manager and the final outcome will be formally notified via email through our customer service team.
• During the process, all information is kept confidential in accordance with internal data protection policies and will not be disclosed unless required by law.

📧 If you wish to submit an appeal or complaint, please contact us through our website, customer service line, or in person. Bao Fu is committed to responding to all concerns with professionalism, respect, and efficiency.