Document reference: QPM-350-222-01  ·  Public-facing policy for interested parties  ·  ISO-conforming third-party validation/verification body (VVB)

1. Policy Statement

350Solutions is committed to handling external complaints, appeals, and grievances related to its validation and verification activities in a fair, impartial, timely, confidential, and non-discriminatory manner. This policy is intended to be publicly available to clients, responsible parties, project developers, registries, program administrators, intended users, and other interested parties.

2. What May Be Submitted

• Complaints regarding the conduct, planning, execution, communication, or administration of validation or verification activities.
• Appeals regarding validation or verification findings, conclusions, or decisions where the appeal is permitted by applicable program rules or engagement terms.
• External grievances or concerns regarding impartiality, confidentiality, conduct, independence, or the handling of information obtained during validation or verification activities.

3. How to Submit

Complaints, appeals, or grievances may be submitted using the 350Solutions external complaint and grievance intake form on our Policies page, or via registered mail at: 350Solutions, 1053 E. Whitaker Mill Road, Raleigh, NC 27604.

Recommended submission information includes the name and contact details of the person submitting the concern, the organization represented, the project or engagement involved, a description of the issue, supporting evidence, and requested outcome. Where contact details are not provided, 350Solutions may be limited in its ability to acknowledge receipt, request additional information, or communicate the outcome.

4. How 350Solutions Handles Submissions

• Submissions are received, logged, and screened to determine whether they are a complaint, appeal, grievance, inquiry, or other communication.
• The matter is evaluated and investigated by personnel who are independent from the subject of the complaint or appeal, or the matter is reviewed and approved by independent personnel where full separation is not practicable.
• The process is documented through resolution, including actions taken and the basis for the outcome.
• Where corrective or preventive action is required, the matter is linked to the 350Solutions CAPA process.
• Progress and outcomes are communicated to the complainant or appellant where applicable and where contact information is available.
• Records are retained in accordance with the 350Solutions control of records procedure.

5. Impartiality, Confidentiality, and Non-Discrimination

350Solutions will handle complaints, appeals, and grievances objectively and without discriminatory action against the person or organization submitting the concern. Information submitted through this process will be treated as confidential to the extent permitted by applicable law, contract terms, accreditation requirements, and validation/verification program requirements.

6. Records and Public Information

This policy is a public-facing summary. The detailed controlled procedure is maintained in QSP-350-222-03, External Complaints, Appeals, and Grievances Procedure. Controlled records include the complaint and grievance intake form and the complaint register.