Quality Assurance

In 2007 the Government created the post of Forensic Science Regulator to advise on quality standards in forensic science. In 2009 the Regulator published draft Quality Standards that will eventually require all forensic science providers, including defence practitioners, to gain accreditation to the International Standard ISO 17025.

Cogent Forensic Consultants is a division of Key Forensic Services which has been accredited to ISO 17025 since 2007 (Lab No. 4064). Customers can therefore be confident that our services are reliable and meet the standards expected by the courts.

In the unlikely event that a customer is dissatisfied with any aspect of our service then we have a customer satisfaction procedure to put things right.

Customer Satisfaction Procedure

If a customer is dissatisfied with any aspect of our service then they should contact our Quality Manager with the details.

The matter will be assigned to a member of staff who has the necessary responsibility and authority to investigate and respond to the issue raised by the customer. The investigation will be completed within fourteen days and the customer will then be advised of the outcome by the Quality Manager. If the customer is satisfied then the complaint will be closed.

Alternatively, if the customer is still dissatisfied then the matter will be escalated to the Head of Sales & Marketing and, if necessary, from there to the Managing Director.

In the unlikely event that the customer is still unhappy with our response then the matter will be referred to the Forensic Science Regulator to be resolved.