Last updated: 21 July 2026
Purpose
CB Audits is committed to delivering professional, impartial, and high-quality auditing, stocktaking, mystery shopping, customer experience, and service quality inspection services.
We recognise that, on occasion, clients may wish to raise concerns regarding the services we provide. We view complaints as an opportunity to improve our processes and maintain the highest standards of professionalism.
How to Make a Complaint
Complaints should be submitted in writing and include:
- The name of the organisation and contact details.
- A clear description of the concern or complaint.
- The date(s) of the incident or service.
- Any relevant supporting information or evidence.
- The outcome you are seeking.
Complaints should be sent to the designated Complaints Officer using the contact details published on the CB Audits website.
Complaint Handling Process
Stage 1 – Acknowledgement
We will acknowledge receipt of your complaint within five working days and confirm that it is being reviewed.
Stage 2 – Investigation
A manager or director who was not directly involved in the work giving rise to the complaint will conduct an impartial investigation. This may include:
- Reviewing documentation and evidence.
- Speaking with the auditor(s) involved.
- Requesting additional information from the complainant where necessary.
- Reviewing compliance with CB Audits' internal procedures and quality standards.
Stage 3 – Outcome
We aim to provide a written outcome within 20 working days of receiving all relevant information. Where additional time is required due to the complexity of the complaint, we will keep you informed of progress and provide an estimated completion date.
Where appropriate, we may:
- Offer an explanation.
- Apologise where standards have not been met.
- Correct factual errors.
- Repeat or review elements of the service.
- Implement improvements to prevent recurrence.
Auditor Independence
CB Audits is committed to maintaining the independence, objectivity, and integrity of every audit and inspection.
To protect the credibility of our work:
- Auditors must remain impartial and free from conflicts of interest.
- Auditors will not allow personal relationships, commercial interests, or external influence to affect their findings.
- Any actual or potential conflict of interest must be declared before work begins.
- Where a conflict exists, an alternative auditor will be appointed wherever reasonably practicable.
- Audit findings will always reflect the evidence gathered and will never be altered to satisfy commercial or personal interests.
Our clients can be confident that conclusions are based solely on objective evidence and professional judgement.
Quality Assurance Process
Every assignment undertaken by CB Audits is subject to our quality assurance procedures to ensure consistency, accuracy, and reliability.
Our quality assurance process includes:
- Use of standardised audit methodologies and documentation.
- Auditor training and ongoing professional development.
- Review of completed reports for accuracy, consistency, and evidence.
- Verification that findings are supported by documented observations.
- Regular review of internal procedures to identify opportunities for improvement.
- Monitoring client feedback to improve the quality of our services.
Where quality assurance identifies an issue, corrective action will be taken promptly, including additional review, further training, or amendments to internal procedures where appropriate.
Confidentiality
All complaints will be handled sensitively and confidentially. Information relating to a complaint will only be shared with individuals directly involved in its investigation or where disclosure is required by law.
No person will suffer unfair treatment for raising a genuine complaint in good faith.
Continuous Improvement
CB Audits maintains a register of complaints and outcomes to identify trends, improve our services, and strengthen our quality management processes.
Lessons learned from complaints are incorporated into our ongoing training and operational procedures to ensure continuous improvement.
CB Audits is committed to delivering independent, evidence-based auditing services with professionalism, integrity, transparency, and accountability.