Complaints & Appeals

BCERT Group operates a formal Complaints and Appeals Procedure in accordance with ISO/IEC 17021-1:2015 Clause 9.8. We take all feedback seriously and are committed to resolving concerns objectively, promptly, and transparently.

1. Definitions

• Complaint — an expression of dissatisfaction by any person or organisation regarding BCERT's certification activities, the conduct of its auditors, or any aspect of its service
• Appeal — a formal request by an applicant or certified organisation to reconsider a certification decision made by BCERT, including decisions to refuse, suspend, or withdraw certification

If you are unsure which category applies to your situation, please describe your concern and BCERT will classify it appropriately.

2. How to Submit

Complaints and appeals may be submitted through:

• The online form below on this page
• Email to info@bcert.uk with the subject line "Complaint" or "Appeal"
• Post to: BCERT LTD, 7 Bell Yard, London, WC2A 2JR, United Kingdom

Each submission must include:

• The submitter's full name and contact details
• A clear description of the complaint or appeal
• Relevant dates, certificate numbers, and any supporting evidence

Anonymous submissions will be accepted but may limit BCERT's ability to investigate or respond directly.

3. Our Process

All complaints and appeals are handled through the following steps:

1. Acknowledgement — BCERT will confirm receipt of the submission within 2 working days, providing a reference number and the name of the person assigned to handle the case
2. Assignment — the complaint or appeal is allocated to a person who was not involved in the activity being complained about, ensuring independence and objectivity
3. Investigation — the assigned reviewer gathers all relevant evidence, consults with relevant parties if necessary, and conducts a thorough assessment of the facts
4. Resolution — a written decision is communicated to the submitter within 10 working days of receipt, setting out the findings and any corrective actions
5. Escalation — if the submitter is not satisfied with the outcome, the matter may be escalated to BCERT's senior management or Impartiality Committee for further review

Where an investigation requires more time due to complexity, BCERT will notify the submitter and provide an updated timeline.

4. Impartiality

BCERT is committed to ensuring that the complaints and appeals process is conducted without bias or prejudice:

• All investigations are conducted by personnel who were not involved in the activity being complained about
• BCERT ensures that the submitter does not suffer any adverse consequences as a result of making a good-faith complaint or appeal
• Certification decisions will not be influenced by the fact that a complaint or appeal has been submitted
• If a conflict of interest is identified in the assigned reviewer, the case is immediately reassigned

5. Records

BCERT maintains comprehensive records of all complaints and appeals:

• All submissions are recorded in the complaints register with date, reference number, and current status
• Records include correspondence, investigation notes, findings, and actions taken
• All records are retained for a minimum of 5 years
• Complaints data is reviewed annually by BCERT management for trend analysis and continual improvement
• Records are available for review by the Impartiality Committee and accreditation body as required