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Customer service

File a complaint

Atlas Contrôle is committed to handling every complaint seriously and transparently — a requirement of our BELAC ISO 17020 accreditation.

When to file a complaint?

You may file a complaint if:

  • You believe an error or omission was made in an inspection report (RGIE, NBN D51-003, NBN D51-006, NBN S21-100, RGIE Book 2, BRUGEL, EPC).
  • You contest a technical conclusion or non-compliance found by our inspector.
  • You experienced a service shortcoming (unjustified delay, inappropriate behavior, administrative issue).
  • You wish to report a potential conflict of interest involving one of our inspectors.

How to file a complaint

The fastest way is to fill in our online form. It ensures your complaint is properly registered, assigned to a quality manager and tracked in our system.

Your complaint

Photos or PDF, up to 5 files. Photos are resized automatically.

Our handling procedure

  1. Acknowledgment of receipt — immediate and automatic, with a case number, for any complaint filed via the online form or by e-mail. For a complaint received by phone or by post, the acknowledgment is sent to you by e-mail within 2 working days.
  2. Registration of your complaint in our register within 2 working days of receipt.
  3. Analysis by the quality manager within 10 working days of receipt, confirming that your complaint falls within the scope of our inspection activities.
  4. Investigation with the inspector concerned, review of the inspection report (PV), on-site verification or re-inspection if needed.
  5. Reasoned response within 20 working days — confirmation of the PV, correction, or free re-inspection if an error is confirmed.
  6. Closure of the case and notification of the end of the process within a maximum of 30 working days. If an on-site verification or re-inspection requires more time, we inform you in writing before the deadline, stating the new deadline — a single extension of no more than 20 working days.
  7. Incomplete file: if we need additional information, we will request it from you in writing. Without a reply within 15 calendar days, the case is closed. You can reopen it at any time by providing the requested information.
  8. Appeal: in case of persistent disagreement, you may contact BELAC (our accreditation body) or FPS Economy (our supervising authority).

The time limits above are expressed in working days, Monday to Friday, excluding Belgian public holidays, and run from the date we receive your complaint.

Other channels

If you cannot use the online form, you may also contact us via:

Confidentiality

All complaints are handled in strict confidentiality, in accordance with our GDPR policy and our ISO 17020 commitments. No retaliation can be exercised against a customer who has filed a complaint in good faith.