1 Month 4 Months KMO, Chair, Manager Lab, IB, Lic. Holder or Man. Complainant CB Lab, IB, Lic. Holder or Man. CB WG CEN Referre WG SKN LAB SKN Time Frame Using SKN form,sends complaint to CB WITH COPY TO KMO,Chair and Manager Acknowledges receipt of complaint CB starts investigation. Asks the interested parties for feedback, inmediate or corrective actions Receives copy of complaint Finishes first investigation and answers complainant in a period of 1 month. May decide to do a new test. Satisfied 1 Month Receives copy of answer to complaint May decide to modify, suspend withdraw Keymark Certificate. The complaint is presented in a confidential manner at the next SKN meeting. As a result of first investigation, or the complainant not being satisfied, the CB might ask for new sample taking and testing. May ask for Referee WG to audit the testing KMO Acknowledges receipt of Appeal. Making attention to impartiality prepares CB meeting May be voluntarily set up as third party audit on any retest. One to tree members Not satisfied. Will inform CB and may also appeal to KMO (7.4.2 of CEN Internal reg) and order special test (6.2 of Scheme Rules) Acts as advisory group for KMO attending appeal. Receives copy of Appeal or non satisfaction Retest, maybe under audit of Referree WG. 4 Months Receives test results and maybe recommendation from KMO. Special Test Receives recommendation and makes recomendation to CB and commmunicates to complainant The complaint is presented in a confidential manner at the next SKN meeting. After retesting, may recommend answer to KMO May decide to modify, suspend withdraw Keymark Certificate. Satisfied

3-4 Months 2 Months Lab, IB, Lic. Holder or Man. Takes Final decision KMO, Chair, Manager Complainant CB Lab, IB, Lic. Holder or Man. CB WG CEN Referre WG SKN LAB SKN Time Frame Not satisfied. Will inform CB and may also appeal to KMO (7.4.2 of CEN Internal reg) and order special test (6.2 of Scheme Rules) As a result of first investigation, or the complainant not being satisfied, the CB might ask for new sample taking and testing. May ask for Referee WG to audit the testing KMO Acknowledges receipt of Appeal. Making attention to impartiality prepares CB meeting May be voluntarily set up as third party audit on any retest. One to tree members Acts as advisory group for KMO attending appeal. Receives copy of Appeal or non satisfaction Retest, maybe under audit of Referree WG. 3-4 Months Receives test results and maybe recommendation from KMO. Special Test Receives recommendation and makes recomendation to CB and commmunicates to complainant After retesting, may recommend answer to KMO May decide to modify, suspend withdraw Keymark Certificate. The complaint is presented in a confidential manner at the next SKN meeting. Satisfied Acknowledges receipt of Appeal . CEN Investigation The complaint is presented in a confidential manner at the next SKN meeting. Not satisfied. Appeals to CEN (7.4.3 of C.I.R). 2 Months Takes Final decision Final decision