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    • Complaints process for UKAS Customers
    • Complaints process concerning the activities of a UKAS customer
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Complaints process concerning the activities of a UKAS customer

Note 1: A UKAS customer is considered as either an existing accredited body or one in the process of applying for accreditation.                                                                                                                       Note 2: UKAS is not a regulatory body. Any investigation we undertake will be within the context of the requirements placed on our customers by the applicable accreditation standard(s).                           Note 3: UKAS will normally need to see evidence that you have in the first instance directed your complaint to our customer.

UKAS will follow the process outlined below to investigate your complaint:

1. On receipt of a complaint UKAS will validate its content and confirm that it is a matter to be investigated under the rules of accreditation. This may require the submission of additional information or further clarification of the issues being complained about prior to your complaint being formally logged.
2. Once UKAS has confirmed the complaint is a matter for UKAS investigation it will be logged into our database, allocated a complaint reference and an investigating officer will be appointed.
3. Your complaint will then be formally acknowledged (this normally takes place within 5 working days of receipt unless further information, clarification is required), and we will confirm to you the complaint reference, investigating officer and anticipated timescales for investigation.
4. We will keep you informed of the progress of your complaint.
5. On completion of the investigation into your complaint we will inform you of the outcome and whether your complaint has or has not been upheld. The response provided will be within the requirements and obligations please upon UKAS in terms of confidentially.
6. For serious unresolved complaints, UKAS will consider requests for an independent review. Request should be made in writing to the UKAS Process Improvement and Customer Feedback Manager.
   

Confidentiality

UKAS is required by the international accreditation standard ISO/IEC 17011:2004 to have in place with all its customers’ arrangements to safeguard the confidentiality of information obtained via the process of accreditation. Therefore, UKAS is not permitted to disclose confidential information about its customers outside of UKAS without the written consent of the customer, except where the law requires such information to be disclosed without such consent.