Complaints and Appeals: How to Raise a Concern and What Happens Next
If something about an audit, a certificate, or a certification decision is not right, we want to know. This page explains how to make a complaint or an appeal, what to include, and how Accredify Global investigates and responds impartially.
Complaint or Appeal: Which One Do You Need?
A complaint is an expression of dissatisfaction about our services or about an organization we certify. Examples include auditor conduct, delays, or a certified company that does not seem to meet its standard. An appeal is a formal request by a client to reconsider a certification decision, such as a refusal, suspension, or withdrawal. Both are handled through a defined process under ISO/IEC 17021-1.
Anyone can make a complaint: clients, their customers, regulators, or members of the public. Appeals are made by the organization the decision affects.
Complaints & Appeals
At Accredify Global, we are committed to maintaining the highest standards of professionalism, transparency, and integrity. We value your feedback and take complaints seriously to ensure continuous improvement in our services. Complaints are handled by the Operations department, with DGM (Operations) having the overall responsibility for receiving, verifying and investigating complaints and also for deciding what actions are to be taken in response to them.
Your feedback helps us improve and uphold the credibility of our certification services.
Thank you for helping us maintain excellence in ISO certification!
How to Raise a Complaint or Appeal
Use the online form below, email info@accredifyglobal.com, or call +1-214-899-5643. Including the details below helps us act quickly. Only want to share how an audit went? Use our audit feedback form instead.
| Include | Why it helps |
|---|---|
| Your name and contact details | So we can acknowledge it and keep you informed |
| Certificate number or engagement reference | So we can identify the audit or certificate concerned |
| What happened, and when | So the investigation starts from the facts |
| Supporting information | Emails, photos, or documents that show the issue |
| The outcome you are looking for | So our response addresses what matters to you |
Please avoid sending sensitive personal or customer data in your first message. We will tell you how to share it securely if it is needed.
Raise a Complaint or Appeal Online
Fields marked * are required. You will receive an acknowledgement by email.
Thank you. Your submission has been recorded.
We will acknowledge it by email and keep you informed as it is reviewed by people not involved in the matter. If it is urgent, call +1-214-899-5643.
How Complaints Are Handled
Every complaint is recorded and followed through to a documented outcome.
If a complaint concerns an organization we certify, we consider it in relation to that certification. Depending on the issue, we may contact the certified client, plan a short-notice audit, or review the certificate. The full rules are in our Accredited Management System Process.
How Appeals Are Handled
When you can appeal
- Certification refused after an audit
- A certificate suspended or withdrawn
- A reduction of the certified scope
- Any other certification decision you disagree with
How we handle it
- The appeal is recorded and acknowledged
- It is reviewed by people not involved in the original decision
- Relevant evidence is gathered and considered
- You receive the decision and the reasons for it
Raising a complaint or appeal never affects how your future audits are carried out. Our impartiality policy applies to every step.
Complaints and Appeals: Common Questions
Who can make a complaint to Accredify Global?
Anyone. Clients, their customers, regulators and members of the public can complain about our services or about an organization we certify.
What is the difference between a complaint and an appeal?
A complaint is dissatisfaction with our service or a certified client. An appeal is a formal request by a client to reconsider a certification decision, such as a refusal, suspension or withdrawal.
Who investigates complaints?
Complaints are handled by our Operations department. People who were involved in the matter do not investigate it or decide the outcome.
Can I complain about a company you certified?
Yes. Tell us the company name and certificate number if you have it, and what you observed. We consider it in relation to that certification.
Will making a complaint affect our certification?
No. Raising a complaint or an appeal does not affect how your audits are carried out or how decisions are made.
Can I check whether a certificate is valid?
Yes. Use our certificate verification page, or contact us with the certificate number.
How is a complaint different from audit feedback?
Feedback tells us how an audit went and helps us improve. A complaint is formally recorded, investigated, and answered in writing. Use the audit feedback form for the first and the form on this page for the second.
Tell Us What Went Wrong
Use the online form above, email info@accredifyglobal.com, or call +1-214-899-5643. Every complaint is recorded, investigated, and answered. For general audit feedback, use our audit feedback form.
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