Customer Confidentiality and Complaint Process FAQ

Confidentiality is a very important aspect of our work and is outlined in the application form that we send to customers at the beginning of projects. Furthermore, UL Solutions employees must sign an application form that contains a confidentiality clause when applying for employment with us.

Data developed during the course of an investigation is proprietary. UL Solutions signs a contractual agreement with all customers stating we will maintain confidentiality and refrain from disclosing third party information obtained in confidence. You can, however, purchase a copy of the appropriate Standard that indicates the requirements a manufacturer of a particular product will have to meet in order to obtain UL Listing, Recognition or Classification.

Any person may lodge a complaint regarding a UL Certification, a UL Solutions service or a UL Standard.

Please follow the links below to file a complaint:

• To report a concern about a UL Certification, please contact our market surveillance team.
• Complaints about UL Solutions services can be sent to our global Customer Advocacy team or directly to one of our local offices.
• For complaints or appeals regarding UL Standards, more information is available in our Standards section.

All customer complaints are generally acknowledged within 48 hours.

The results of any investigation and issue resolution is communicated via telephone or e-mail. Progress reports are provided upon request.

If it is determined through information provided by UL Solutions' client, the complainant and our investigation that a communication should be made to the public, UL Solutions will issue a Public Notice.