Purpose and scope
Complaints
A complaint concerns service, conduct, process, use of a Certiqual mark or the continuing compliance of a recognised subject. It is not a substitute for an appeal against a decision.
01
How to submit
Use the Contact page and identify the subject, relevant code or application reference, dates, people or services involved, the concern and the evidence available. Mark the submission ‘Complaint’. Anonymous information is considered when it contains enough verifiable detail.
02
Triage and investigation
Certiqual confirms whether the matter is a complaint, appeal, verification concern or issue for another body. A person not implicated in the complaint reviews relevant records, obtains responses and tests the evidence proportionately.
03
Times and outcome
Receipt is normally acknowledged within five working days. Certiqual aims to issue a reasoned outcome within twenty working days after sufficient information is available. If complexity requires longer, the complainant receives an update and revised target date. Outcomes may include no further action, correction, corrective action, monitoring, status review or referral to another process.
Mandatory controls
What the policy requires in operation
- A complainant must not be disadvantaged for raising a concern in good faith.
- Relevant confidentiality and personal-data controls apply throughout.
- A complaint about a recognised subject may trigger surveillance or a status review.
- The outcome states the evidence considered, conclusion and any action that can be disclosed.
Public accountability
Status changes remain visible
Where this policy affects a public accreditation or Certi Mark, the live register reflects the current status, restrictions and material public history without disclosing protected evidence or personal data.