Complaints and appeals
How to submit a complaint, an appeal or a report, and how we handle them, in accordance with ISO/IEC 17021-1 (clauses 9.7 and 9.8).
What you can submit
Complaint
An expression of dissatisfaction about the activities of CQA or of an organisation certified by CQA, for which a response is expected.
Appeal
A request by a client or applicant to reconsider a certification decision taken by CQA, for example a refusal, suspension, withdrawal or reduction of scope.
Report
Information about the misuse of a CQA certificate or certification mark, or about a certificate you suspect is false.
How we handle them
- ReceiptWe record every complaint, appeal or report and send you an acknowledgement with a reference number.
- Taking chargeWithin 10 working days of receipt we send you an official communication of acceptance, confirming whether the matter relates to certification activities for which CQA is responsible.
- InvestigationThe case is examined by persons not involved in the activities concerned, who gather and verify all the necessary information.
- DecisionThe decision is taken, or reviewed and approved, by persons not involved in the activities concerned.
- Formal responseWe inform you in writing of the final decision and of the end of the process within 90 days of receipt.
Submitting a complaint or an appeal never results in discriminatory action against the person who submits it.
The complete procedure is published on the Documents page.
You can also write to claim@cqacertification.eu.