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IUCB

Governance

Complaints and appeals

If you disagree with an IUCB decision, or have a concern about IUCB, a certificate, or a body, auditor or provider IUCB has accredited or approved, you can raise it. Every appeal and complaint gets a written answer.

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Appeals

Applicants and certificate holders can appeal a refusal, a suspension or a withdrawal. Appeals must be made within 30 days of the decision. The email that tells you of the decision gives the date and how to appeal.

  1. Write to us within 30 days

    Use the contact form with the topic Complaints and appeals within 30 days of the decision. Quote your application or certificate number, and explain why you think the decision is wrong.

  2. Acknowledgement

    We acknowledge the appeal by email and tell you who is handling it.

  3. Review

    The appeal is reviewed by people who took no part in the original decision, on the full record and any new evidence you send.

  4. Outcome

    You receive the outcome in writing, with the reasons. If the decision changes, the certificate's record changes with it.

Complaints

Anyone can complain about IUCB's own work, or about a body, auditor or provider IUCB has accredited or approved. Disagreeing with a decision about your own application is an appeal, not a complaint.

  1. Tell us

    Say what happened, who it concerns and when, with any evidence you have.

  2. Remit

    We check whether the complaint concerns IUCB's own work or a body, auditor or provider IUCB has accredited or approved.

  3. Investigation

    Where it does, the complaint is investigated and the party concerned is asked to respond.

  4. Outcome

    You are told the outcome. A complaint that shows a holder no longer meets the requirements can lead to suspension or withdrawal.

Confidentiality

We do not tell the party you complain about who you are, unless you agree or the law requires it.

What we expect of our people

IUCB's staff and assessors:

  • act impartially, and declare any interest that could affect an assessment or decision;
  • keep applicants' information confidential, except what a certificate's record shows;
  • base findings only on evidence and the published requirements;
  • never offer consultancy to an organisation being assessed.