Problems with our Registrar - Scheduling Audits

A

ashley.surrey

#1
#1
We're having currently having problems with our Registrar - who we've recently moved to after a long running relationship with our previous supplier (our previous supplier wasn't great wither - so it’s not a case rose tinted glasses!).


We moved over to them at the beginning of the year, they came to stage 1 of the hangover in January and were due to carry out surveillance visits in feb (carrying on from the schedule we had agreed with our previous supplier as they had to until our re-cert is due in June).

Its now mid April, and despite constant contact we still have no dates for the surveillance or the re-cert visit and there seems to be no light at the end of the tunnel!

Our current supplier told me yesterday that unless the surveillance visit they will not recertify us, and to make it even better they now have no availability to audit us until July by which time our certificate will have expired.


None of the dates have changed since we engaged them in August of last year and their handling of the whole situation has been shambolic.

HELP?!?!?
 
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Claes Gefvenberg

Claes Gefvenberg

Admin
#2
#2
Re: Problems with our registrars - HELP!

Hello, and welcome to the Cove :bigwave:
ashley.surrey said:
Its now mid April, and despite constant contact we still have no dates for the surveillance or the re-cert visit and there seems to be no light at the end of the tunnel!
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Amazing. One would think that they at least should be able to set dates? This sounds very much like a breach of contract to me. One must wonder why they accepted you as a customer if they do not have the time to work for you.

ashley.surrey said:
Our current supplier told me yesterday that unless the surveillance visit they will not recertify us, and to make it even better they now have no availability to audit us until July by which time our certificate will have expired.
Click to expand...
Nice... They really caught you between a rock and a hard place, then. Anyway: If you reach the certificate expiry date before the audit has taken place I think it would be prudent to ask for a letter from them stating the facts, so you have something to show your customers when they start asking for a new certificate. Oh, and before I forget: Start looking for a more thrustworthy registrar.

Added in edit: I realize I was being vauge here. Your old registrar is under no obligation. It is the new registrar that at the very least should provide you with a letter (basically an interim certificate) unless they can fulfil their obligations before the expiry date, so you have something to show your customers until you can find a registrar prepared to do the job they were hired for.

/Claes
 
SteelMaiden

SteelMaiden

Super Moderator
Trusted Information Resource
#3
#3
Re: Problems with our registrars - HELP!

I would say that since you obviously had set dates with them quite some time ago, they would be bound to honor your contract. I'm not sure what your problems were with the last group that you fired, but you need to do some real soul searching and try to figure out what the real problem is. I'd be raising a fuss. I'd also find me a registrar who is reliable. Is this one and the one before it nationally known and respected? Or has your company tried to save some bucks by hiring an unknown quantity? Good luck to you, I hope all works out well.
 
Colin

Colin

Quite Involved in Discussions
#4
#4
Re: Problems with our registrars - HELP!

Ashley, SteelMaiden is spot on, I would be looking for a reliable CB, there are plenty of options available to you in the UK - perhaps you have been unlucky but it doesn't bode very well for the future if they can't even get the easy bit of transferring you right.

Your previous/existing CB are quite right in their stance, they cannot extend the life of your certificate without doing the surveillance.

If you need to talk about specifics, PM me your telephone number and I will call you to make a few suggestions of alternatives.
 
S

somerqc

#6
#6
Re: Problems with our registrars - HELP!

My registrar gives the same reasons as harry's - they are VERY picky about dates as they are 17021 certified as well. Yes - mine is an internationally known registrar.
 
Last edited by a moderator:
A

ashley.surrey

#7
#7
Re: Problems with our registrars - HELP!

Hi all,

Thanks for you replies and advice.

Our current supplier is the supposed ‘market leader’ – although judging by the things I read recently our experience is not a one off so I don’t know where they are getting their figures from!:notme:


I have had further contact this morning so we'll see what this afternoon brings - I'm not holding my breath!
 
A

ashley.surrey

#8
#8
Re: Problems with our registrars - HELP!

SteelMaiden said:
Is this one and the one before it nationally known and respected? Or has your company tried to save some bucks by hiring an unknown quantity? Good luck to you, I hope all works out well.
Click to expand...
They are both nationally known and respected (or so I thought!) and far fromt the cheapest option!

In this case we're not getting what we paid for!
 
A

ashley.surrey

#10
#10
Re: Problems with our registrars - HELP!

Claes Gefvenberg said:
Have you been talking to the same person every time? Unless you have already done so, I think it is time to get a word with someone higher up in the organisation.

/Claes
Click to expand...
I've always included our account manager in emails etc, and recently I've been dealing with an area manager. No one seems to have any ownership for anything! :mad:

I will be raising these issuse with them, but right now my main concern is keeping our registration!
 
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