Information on grievance and complaint management of the DLG TestService GmbH testing laboratory at the Groß-Umstadt site

As an internationally recognised testing laboratory, it is our claim that we always provide customers with high-quality services. Providing high-quality service also means constantly striving to improve. Please contact us for further information. We take any suggestions or complaints about our services very seriously.

Where and how can you lodge a grievance or complaint?

Please send a grievance/complaint - preferably in writing by e-mail - to the test laboratory management of DLG TestService GmbH:

Stefano Mastrogiovanni and Christian Grachtrup
DLG-Testzentrum Technik & Betriebsmittel
Max-Eyth-Weg 1
D-64823 Groß-Umstadt
Germany
Telefon +49 (0) 69/24 788-600
E-Mail: tech@DLG.org

What is the procedure for grievances/complaints?

The grievance/complaint is accepted by the laboratory director. You will receive a prompt confirmation of receipt with details of your contact person. Subsequently, the quality manager or a qualified employee not involved in the process checks the extent to which we have not complied with the agreed commitments. The grievance/complaint is added to our list of complaints and tracked there. After final processing, you will receive a comprehensive response to your grievance/complaint. We use complaints and grievances to constantly develop and improve our services.