Complaints and appeals
How to complain or appeal, and what happens next.
Anyone can complain to ISAO about ISAO's own work, including its certification of organisations, about an accredited certification body, or about a certificate on the register. An organisation certified by ISAO, a certification body or an auditor can appeal against an ISAO decision that affects it, for example a decision to refuse, suspend or withdraw certification, or to reduce its scope.
How to complain or appeal
Use the complaints form. You receive a reference number straight away. You can also email info@isao.org.uk.
Include the certificate number or verification code if your complaint is about a certificate, and any documents that support it.
Complaints about a certified organisation
If your complaint is about a certified organisation, for example about its products or services, the certificate's record on the register shows who issued the certificate. If ISAO issued it, complain to ISAO directly. 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 ISAO about the certification body.
What happens next
- We acknowledge your complaint or appeal within five working days.
- We confirm whether it falls within ISAO's responsibilities.
- Someone who was not involved in the matter investigates it.
- We tell you the outcome, and the reasons for it, in writing, normally within 60 days. If we need longer, we tell you why.
Appeals are decided by a panel of people who were not involved in the original decision.
Confidentiality
We keep complaints confidential. We share details with the certification body or organisation concerned only as far as the investigation needs. We do not reveal your identity without your agreement unless the law requires it.
Changes to the register
When a complaint leads to the suspension or withdrawal of an accreditation or a certificate, the change is shown on the register.