1. Scope
This procedure covers:
- Complaints — expressions of dissatisfaction about Standcert's services, personnel, or about a certified client's activities.
- Appeals — formal requests by a client to reconsider a certification decision (e.g. refusal, suspension, withdrawal, scope reduction or non-conformity classification).
2. How to submit
Send the following to admin@standcertglobal.com with the subject line "Complaint" or "Appeal":
- Your name, organisation and contact details.
- Certificate or audit reference (if applicable).
- A description of the issue and any supporting evidence.
- The outcome you are seeking.
3. Timelines
- Acknowledgement — within 5 working days of receipt.
- Resolution target — within 30 working days. Where a longer investigation is needed, we will tell you and give a revised date.
4. Impartial handling
Complaints and appeals are reviewed by personnel who were not involved in the original activity or decision. The final decision is made or ratified by personnel independent of the audit team. Appeals decisions are confirmed in writing with reasons.
5. No retaliation
Submitting a complaint or appeal will not result in discriminatory action against the complainant or appellant.
6. Records and confidentiality
All complaints and appeals are recorded and treated as confidential, subject to disclosure required by accreditation, regulators or law. Anonymised information may be used for management review and continual improvement.
7. Escalation
If you are not satisfied with the outcome of an appeal, you may escalate to our accreditation body, ASCB (Accreditation Service for Certifying Bodies). The current ASCB contact route is available on request from admin@standcertglobal.com.