Complaints and appeals
A route for challenge, correction and review.
If a client or buyer questions a decision, the scheme should provide a clear way to raise that concern and explain how it will be reviewed.
Complaints
Complaints may relate to conduct, communication, certificate accuracy, status display or any other aspect of service delivery. The complaint should identify the organisation, certificate number where relevant and the issue raised.
Appeals
An appeal is different from a complaint. It concerns a decision itself, such as refusal of certification, scope limitation or a certificate-status change. Appeals should be reviewed independently from the original decision where possible.