Two colleagues talking across a desk with a laptop

Trust Centre

Complaints, Appeals and Information Requests

Clients, candidates, their customers and members of the public may contact us. Every submission is acknowledged and handled by persons not involved in the matter concerned.

Member of Dubai SME

ComplaintDissatisfaction with our services, an auditor or the activities of a certified client.Use the form
AppealA request to reconsider a certification decision concerning you.Use the form
Information requestA request for information about our process, a certificate or the status of a certified client.Use the form
Report misuseA certificate or mark that appears false or is being misused.Use the form

How we handle it

What happens after you submit

Each stage is recorded and communicated to you.

Step 01
Acknowledged
Within two business days, with a reference number.
Step 02
Investigated
By competent persons independent of the matter.
Step 03
Updated
Progress reports while the investigation continues.
Step 04
Concluded
A formal written outcome. Appeals are decided by persons not involved in the original decision.

Our commitments

Fair, confidential and independent

Handled confidentially by the quality team
No discriminatory action against anyone who complains or appeals
Appeals decided by persons not involved in the original decision
If you remain dissatisfied, you may refer the matter to the accreditation body

Complaints, Appeals and Information Requests

What happens after you submit

Acknowledged

Investigated

Updated

Concluded

Fair, confidential and independent