Last reviewed 30 October 2026
1.Who can complain or appeal
Anyone can complain about our services, our auditors, or an organisation we have certified, for example if a certificate or mark seems to be used wrongly. Clients can appeal any certification decision, including a refusal, suspension, withdrawal or reduction of scope.
2.How to raise one
Email complaints@cert.solutions with your name, contact details, the certificate number or client concerned if relevant, and what happened. Appeals should be raised within 30 days of being told of the decision.
3.What happens next
- We acknowledge receipt within five working days
- We confirm whether the complaint relates to our certification activities
- Someone not involved in the matter investigates and gathers the facts
- For complaints about a certified client, we ask the client to respond and consider its effect on certification
- We reply in writing with the outcome and any actions, normally within 30 working days
4.How appeals are decided
Appeals are reviewed by people who were not involved in the audit or decision under appeal. Submitting an appeal never leads to discriminatory action against the appellant. We tell you the outcome in writing, with the reasons.
5.If you are still not satisfied
If you are not satisfied with our response, you can contact the accreditation body under which the certificate was issued. Their details are on our accreditation page.
6.Confidentiality
We keep complaints confidential and only share the complainant’s identity with the certified client with their consent. We record every complaint and appeal and review them to improve how we work.