Appeal & complaints ISO-17021

Client appeals

A client may appeal following a decision made during the certification process. In the event of a verbal appeal, the client shall be requested to confirm their appeal in writing, with details of their reasons for appeal. An appeal may occur;

After an Assessor leading an assessment has made a decision not to recommend         certification, as per Assessment and Certification Procedure 


· When a decision is made either; 

- not to accept a recommendation for certification and/or extension to scope, or 

- to reduce or withdraw certification as per Procedure, 

·  Following the review of a complaint.

The appeals process follows two stages;

Stage 1:  Appeals response [with 'allocated' details ]

DIRECTOR / Certification & Administration Manager will;

a. Attempt to resolve the appeal, where possible, and indicate a 'closed' date. This may involve; 

· Discussions with ICERT staff and an examination of all the relevant documentation and re-ports and/or 

· An assessment visit to obtain further evidence or to check the authenticity of a decision or recommendation made. 

b. Send a formal written reply to the appellant, notifying them of the decision regarding their appeal. 

· If the results have already been discussed with the client during the subsequent      assessment visit the findings will be recorded in the assessment report. 


# The Certification & Administration Manager will only attempt to resolve the appeal where they have not been included in the decision making process. 

Stage 2:  Appeals Panel investigation

a. DIRECTOR will convene an Appeals Panel comprising available members of the Impartiality Committee to investigate the appeal if the Client is still dissatisfied with the out-come, and 

b. Send letter to the appellant notifying them of the decision regarding their appeal. 

· The outcome of the investigation, and any remedial action required, shall be recorded in the Client Site file. 

· The effectiveness of the corrective and preventive actions taken is assessed at     management review as per the Quality Manual.