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This Procedure will be followed should a formal complaint be received from a member of the Red Tractor scheme, a member of the public, an industry stakeholder or any other party/body who wish to raise a complaint.
The principles underlying this Complaints Procedure will be to take decisions that are based on facts, fairness, and proportionality.
Red Tractor Assurance (RT) can be notified of a complaint in the following ways:
If a complaint is received, all details of the complaint must be supplied along with any evidence supporting the complaint. Complaints considered ‘in-scope’ are complaints relating to RT Standards, RT Membership Rules, RT staff conduct, reputational risk and Certification Body operating procedures. Complaints not relating to any of these issues would not be considered in-scope.
Upon receipt of a complaint a Responsible Person within RT will be assigned to manage the complaint. The complaints process is as detailed below:
Upon receipt of a written complaint, Red Tractor will review the documentation related to the complaint. Where necessary, clarification may be sought from the complainant on any facts.
Complaints received have the following timeline:
The Appeals Procedure is applicable only when a member wishes to appeal a decision made by RT to terminate a member’s membership of a Scheme and will follow the process detailed below: