If you are unsatisfied with the quality of certified digestate supplied by one of our certified digestate producers, please contact the relevant certification body. If you are not sure which of the certification bodies you should contact, please get in touch with REAL who will guide you through the complaint procedures.
REAL contact details: info@realschemes.org.uk
Where possible, any complaint about a digestate producer on the Scheme should be submitted by filling in the REAL BCS complaint form. You can download the word version here.
If you can't fill in the form for any reason, please contact REAL.
Once the complaint has been received by the relevant certification body, an investigation will be conducted. Within 5 working days from receipt of the complaint, the certification body shall commence the investigation into the cause of the complaint and seek action to resolve it. This may require the involvement of the regulator, and/or spot check visits to be carried out. To access more information about individual investigations, the actions taken and outcomes, you can read summaries and download the completed Investigation Report Forms in the Case Studies section of our website.
To view the Product Complaint Investigation Report Form template, you can download it here.
You can read case studies on previous complaints since 2021 and their outcome here