• Services
• Accreditation Services
• Imaging Services (ISAS)
• Physiological Diagnostic Services (IQIPS)
• Training Courses and Seminars
• Development Services
• Customer Services
  • Customer Satisfaction
  • Complaints
    • Complaints process for UKAS Customers
    • Complaints process concerning the activities of a UKAS customer
  • Appeals

Complaints process for UKAS Customers

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

1. On receipt of your complaint it will be logged into our database, allocated a complaint reference and an investigating officer will be appointed.
2. Your complaint will be formally acknowledged within 5 working days of receipt and we will confirm to you in writing the complaint reference, investigating officer and timescales for investigation.
3. UKAS aims to complete its investigations into any complaint it receives about its performance within 1 working month of receipt.  Should our complaint investigation require additional time then you will be advised of this, a revised timescales will provided and interim updates on progress will be given.
4. On completion of our investigation into your complaint, we will inform you in writing of the outcome, including where necessary, any corrective actions and opportunities for improvements which have been identified. 

If a complaint relating to a customer’s desired accreditation status (or recommendation for notified body status) is not upheld, an applicant or accredited body may formally request that UKAS reconsiders its decision and establishes a review by an independent appeal review panel. Appeals Page.