Complaints and Appeals Process

FEEDBACK, COMPLAINTS AND APPEALS

FEEDBACK

We welcome feedback about UKAS and our activities or about UKAS’ customers and their activities, whether it is an expression of satisfaction or a complaint. Any information on instances of misuse of the Mark or misleading references to accreditation is also welcomed.

COMPLAINTS

Complaints about UKAS or our customers

We always aim to maintain the highest standards of service. However should you find it necessary to complain about us or about one of our customers, we will follow the process outlined below to investigate your complaint. Complaints to UKAS should be addressed to your normal contact in UKAS or to info@ukas.com if not a UKAS customer.

• Complaints should normally be submitted in writing to UKAS.
• All complaints will be logged if we have the name and organisation/address of the complainant. Where a complainant prefers to remain anonymous, the complaint can be logged provided the feedback is specific and factual.
• We will acknowledge receipt of all complaints within 5 working/business days and provide a date when we will next make contact, the name of the investigating officer and the feedback log number.
• All complaints are investigated and followed through to a conclusion.   We will record and track each instance and log the outcome.
• We will ensure that a complainant is kept informed of progress on their complaint.
• On completion of the investigation into a complaint, we will inform the complainant of the outcome and the corrective action, where necessary, and if the action has been or is being taken.
• For serious unresolved complaints, the complainant or UKAS can request an independent review of the complaint. This request must be made in writing to, and will be considered by, the Accreditation Director, UKAS.

Complaints concerning companies certified by an accredited Certification Body

Complaints concerning companies certified by an accredited certification body should be directed to the certification body concerned in the first instance.

APPEALS

An applicant or accredited body may formally request UKAS to reconsider any adverse decision UKAS has made related to its desired accreditation status (or recommendation for notified body status), by submitting an appeal in writing to UKAS’ Accreditation Director within one month of the date of the decision.

Adverse decisions include

• Refusal to accept an application
• Refusal to proceed with an assessment
• Corrective action requests
• Changes to accredited scope
• Decisions to deny, suspend or withdraw accreditation (or recommendation for notified body status), and
• Any other action that impedes the attainment of accreditation (or recommendation for notified body status)

Any decision that is the subject of an appeal will remain in force until a change is agreed at the end of Stage 1 or Stage 2 of the process.  

The UKAS process for managing an appeal is a two-stage process as follows.

Stage 1

• We will acknowledge the appeal within two working/business days of receipt.
• We will appoint a senior manager within UKAS, who is has not been directly involved in the assessment or decision-making process for the appellant organisation, and who is familiar with the relevant UKAS requirements and processes, to investigate the appeal.
• The investigation will be completed and the appellant informed of the decision within 12 working days of acknowledgement of receipt.
• If the appeal is upheld, UKAS will take appropriate corrective action to change the decision and address any issues.

Stage 2

• The appellant or UKAS may request that an Appeal Review Panel (ARP) is appointed to further consider the appeal. The request must be received within 3 months of the notification of the outcome of the first stage of the appeal, after which the appeal will be closed.
• The ARP will consist of a Chairman and two members nominated by the Chairman of UKAS and drawn from the Members of UKAS and/or the Policy Advisory Committee. The Department for Innovation, Universities and Skiils (DIUS) has a right to one of the three nominations for the ARP. ARP members shall have no commercial interest in the appeal being considered and shall not have been personally involved in any matters relating to the appeal.
• The appellant may object once to the membership of the ARP, after which the Chairman of UKAS will select a replacement member(s).
• If the ARP determines it necessary, a hearing will be held at which both the appellant and UKAS will present their case. Experts and witnesses may also be called to attend the hearing. Any supporting documentation from the appellant must be submitted to the Chairman of the ARP at least 5 working days ahead of the hearing.
• The ARP will consider the evidence and make a recommendation to the Chief Executive of UKAS, within one month of receipt of the request for an ARP.
• The Chief Executive of UKAS will make the final decision and inform the appellant of the outcome of the appeal, within 3 working/business days of receipt of the recommendation from the ARP and appropriate action will be taken. A copy of the Conclusions and Recommendations of the Appeal Review Panel will be provided to the appellant.  
• The appellant may withdraw the appeal at any time during the process. If for any reason an appeal is withdrawn, we will not accept a future appeal on the same grounds.