Red Tractor Complaints Procedure
Overview
Red Tractor is committed to addressing complaints fairly, efficiently, and transparently. This procedure outlines how formal complaints from members, the public, industry stakeholders, or other parties are handled.
Types of complaints we address
Red Tractor will consider complaints related to:
- Red Tractor Standards
- Red Tractor Membership Rules
- Red Tractor staff conduct
- Reputational risks
- Certification Body operating procedures
Complaints outside these areas will not be considered.
Please don’t hesitate to contact us if you’d like to discuss a concern but are not sure if it constitutes a complaint.
How to submit a complaint
You can submit a complaint to Red Tractor via the following methods:
By post
Assured Food Standards
20 St Dunstan’s Hill
London
EC3R 8HL
020 7630 3320Confidential reporting website
TELL US
Complaints process
Review
- Assess: Determine if the complaint is within Red Tractor’s remit.
- Identify involved parties: Identify the member or site detailed in the complaint.
- Verify complaint: Ensure the complainant and the complaint are valid.
- Investigate: RT will investigate the complaint with support from the Certification Body if relevant. For non-membership-related complaints, RT will handle the investigation alone.
- Conclude
Review findings: evaluate the results of the investigation.
- Act: Apply any necessary actions, such as special conditions, suspension, or termination of membership.
- Report: Confirm action has been taken if appropriate
Complaint timeline
- Acknowledgment: We will acknowledge receipt within 1 working day.
- Update: We will provide an update within 7 days.
- Conclusion: Our aim is to conclude the investigation within 21 days or provide a further update if not yet concluded.
Red Tractor Assurance membership rules PDF
