Customer area

Complaints, Feedback and Appeals

UKAS welcomes feedback from its customers, stakeholders and the end user of accredited services. If you have any suggestions as to how UKAS might improve its service please get it touch.

Complaints

UKAS recognises that on occasion it may be necessary for our customers, or those using accredited services to raise a complaint with us.

If you wish to make a complaint about UKAS or one of our accredited bodies, please submit this in writing to [email protected]. Please include a full written summary of your complaint and any supporting information you consider relevant to your complaint.

Note: if you are complaining about a UKAS accredited body please ensure you have complained to them first and that you have allowed them the opportunity to investigate and respond before escalating the matter to us.

  • Raising a concern with UKAS (whistleblowing)

    If you are employee of a UKAS accredited body with specific concerns about those activities which relate to their accreditation, we would always encourage you to try to resolve any concerns you have within your organisation. However, if you have followed this route, or you do not feel able to raise a concern within your organisation, you can raise you concern in confidence with us at UKAS. Further information on “Raising a Concern” with UKAS can be found here.

  • Vexatious Complainants

    We are committed to resolving complaints fairly and impartially. However, in a small minority of cases, some parties pursue their complaints in a manner which can either impede the investigation of their complaint or cause significant resource issues for UKAS. This can occur whilst a complaint is under investigation, or once we have finished dealing with the complaint.

    UKAS has therefore, adopted the Local Government Ombudsman’s (LGO) definition of “unreasonable complainant behaviour” and “unreasonable persistent complaints” and this will be used when determining if a complainant should be considered vexatious.

    Where a complainant has been deemed to be vexatious, we reserve the right to restrict contact with a complainant. In such case we will inform them in writing of the reasons why a decision has been made to restrict contact, including detail of the arrangements, and the length of time any restriction will remain in place.

  • Appeals (UKAS customers only)

    An applicant or accredited body may formally request UKAS to re-consider an adverse decision which has been made and which relates to its desired accreditation status.

    UKAS operates a two-stage appeals process and guidelines regarding the process and how to submit an appeal can be found here.