Definitions
An appeal is a request by the client for reconsideration of a certification decision (ISO/IEC 17000).
A complaint is an expression of dissatisfaction, other than an appeal, by any person or organisation relating to the activities of the certification body or of a certified client (ISO/IEC 17000).
How to submit
Submit your appeal or complaint by e-mail to quality@unitedcert.org or by post to the address on our Contact page, in German or English. Please include:
- your name and contact details;
- whether you are submitting an appeal or a complaint;
- the organisation, certificate or decision concerned;
- a description of the matter.
Appeals must be submitted within 30 calendar days of receipt of the decision; complaints may be submitted at any time. Both procedures are free of charge.
Appeal
We acknowledge receipt of your appeal without delay. We issue a decision within 30 calendar days of receipt; if this is not possible, we provide a written explanation with a new expected decision date. The decision is made by a person who was not involved in the challenged procedure.
Complaint
We acknowledge receipt of your complaint without delay. We resolve complaints within 90 calendar days of receipt; for complex cases, we keep you informed at regular intervals. You will not suffer any disadvantage as a result of your complaint. Anonymous complaints are investigated to the extent practicable, and the identity of complainants is treated confidentially.
Complaints about certified clients
We check whether the complaint relates to certified activities and, if so, refer it to the certified client concerned. Depending on the outcome, this may result in a special audit or suspension of certification. Whether, and to what extent, the subject and outcome of a complaint are published is decided jointly with the certified client and the complainant.