Complaints & Appeals
QA Assessor provides a fair, transparent and accessible process for handling complaints and appeals relating to its certification activities. Reference: QA-CB-POL-004 | ISO/IEC 17024:2026 clauses 9.8 and 9.9 | Version: 4.0 | Last reviewed: 26 September 2026
1. Definitions
Appeal: A formal request by an applicant or certified person to reconsider a certification decision made by QA Assessor, including decisions on eligibility, verification of records, the grant, refusal or grade of a certification, recertification, suspension or withdrawal.
Complaint: An expression of dissatisfaction by any person or organisation about QA Assessor’s operations, personnel, services, processes or platform, or about the conduct of a certified person, which is not an appeal against a certification decision.
2. Appeals process
Who may appeal: Any applicant or certified person affected by a certification decision.
Time limit: Appeals must be submitted within 30 calendar days of the decision being communicated.
How to submit: Submit the online Appeal Form (QA-CB-FORM-009): it creates a case, gives you a reference at once and sends an automatic acknowledgement; evidence can be attached or sent by email quoting the reference. An appeal received by email or post is entered as a case by the handler within one business day. Course results may be appealed within 14 days of the result; they are reviewed by the training function with a second subject-matter expert who did not teach the candidate, and an error is corrected for every candidate affected.
Acknowledgement: Within 2 business days of receipt, with a reference number.
Stage 1: Internal review
A decision maker who was not involved in the original assessment or decision reviews the appeal. The Stage 1 review is completed and the outcome communicated in writing within 15 working days. The review considers whether procedures were correctly followed, whether the decision was based on objective evidence against the published requirements, whether any relevant information was overlooked, and whether there was any procedural error or unfair treatment.
Stage 2: Appeals Panel
If unsatisfied with Stage 1, the appellant may request escalation to Stage 2 within 15 working days of the Stage 1 decision. An independent Appeals Panel is convened (at least 3 persons not involved in the original decision, including at least one external member). The Panel convenes within 20 working days of the request, reviews all evidence, and issues a written decision within 10 working days of the panel meeting. The Appeals Panel decision is final within QA Assessor’s processes. In total, an appeal that goes to Stage 2 is therefore decided within about 45 working days of the escalation request; you are told the dates as each stage starts.
Submitting an appeal does not disadvantage the appellant in any way. An appeal against a suspension or withdrawal does not automatically pause it while the appeal is considered.
3. Complaints process
Who may complain: Any person or organisation.
How to submit: Submit the online Complaint Form (QA-CB-FORM-010): it creates a case, gives you a reference at once and sends an automatic acknowledgement. You may also write to the Grievance Officer (Certification Manager (name to be published on appointment), certification@qaassessor.com) or use the contact page; a complaint received by email or post is entered as a case within one business day. Members can also report a community post from the post’s menu (content reports are acknowledged within 24 hours and resolved within 15 days under the Information Technology Rules 2021). Consumer complaints about a purchase are acknowledged within 48 hours and resolved within one month (Consumer Protection (E-Commerce) Rules 2020); where the timescales below are shorter, the shorter applies.
Acknowledgement: Within 2 business days of receipt, with a reference number.
Stage 1: Investigation
A person not involved in the matter investigates the complaint and communicates the outcome and any action within 15 working days. For complex complaints the complainant is told of any extension and the expected timeframe.
Stage 2: Impartiality Committee
If unsatisfied with Stage 1, the complainant may escalate within 15 working days. The Impartiality Committee (or, where the complaint concerns the Certification Manager, the Director) reviews the investigation and may uphold the outcome, require further investigation or recommend corrective action. The decision is communicated in writing within 10 working days.
4. Complaints about certified persons
Complaints about the professional conduct of a QA Assessor certified person are investigated in accordance with the Code of Conduct. The certified person is told the substance of the complaint and given 14 days to respond. Substantiated complaints may result in a formal warning, a requirement for additional CPD, suspension or withdrawal of certification under the Suspension and Withdrawal Policy. The complainant is told whether the complaint was upheld; details of any sanction are shared only where the certified person’s register status changes.
5. Confidentiality, non-retaliation and records
All complaints and appeals are handled confidentially and recorded in the complaints and appeals register, which is reviewed by the Impartiality Committee and at management review. QA Assessor does not retaliate against any person who submits a complaint or appeal in good faith. Records are kept for 7 years from closure (retention schedule QA-CB-REG-014). Every case shows who handled it and the confirmation that they were not involved in the matter.
6. Contact
Email: certification@qaassessor.com
Forms: QA-CB-FORM-009 (Appeal) | QA-CB-FORM-010 (Complaint)
Grievance Officer: Certification Manager (name to be published on appointment), certification@qaassessor.com