Make a complaint or appeal

When you send the form you get a reference number straight away. No automatic acknowledgement is sent, so please keep a note of the reference number. We handle every complaint and appeal under our complaints and appeals procedure.

Before you start

• If your complaint is about an organisation that holds a certificate, for example about its products or services, the certificate’s record on the register shows who issued it. If ISAO issued the certificate, complain to us here. If an accredited certification body issued it, raise it first with that body; if the certification body does not deal with it properly, you can then complain to us about the certification body.
• To check whether a certificate is genuine and valid today, use the verification page. If it does not match what you were shown, report a concern using this form.
• Appeals are for organisations certified by ISAO, and for certification bodies, that want ISAO to reconsider a decision that affects them, such as refusing, suspending or withdrawing a certificate or reducing its scope.