Accreditation
Procedures for Complaints and Appeals
Purpose & scope
A clear route when you disagree
This procedure gives accredited Conformity Assessment Bodies (CABs) a fair, transparent and timely way to raise complaints or appeals about decisions by ACBNA assessors, staff or Accreditation Committee members.
It applies to any accredited CAB raising a concern about decisions or actions that affect, or may affect, its accredited status.
Complaint
A formal expression of dissatisfaction, other than an appeal, about ACBNA decisions or the conduct of staff or assessors.
Appeal
A formal request by a CAB to reconsider an ACBNA decision that affects its accreditation status.
Investigation Working Group — an appointed group that investigates complaints and appeals; every member is screened for conflicts of interest.
The flow
Five stages, start to finish
- 01
Submission
Within 30 days of the decision
The CAB submits a formal complaint or appeal, signed by its authorized representative, by mail, email or through the ACBNA website.
- CAB name, phone number and email address
- The accreditation standard, policy or procedure involved
- A description of the issues
- Supporting evidence
- 02
Validation
Within 30 days of receipt
ACBNA staff check the submission for completeness.
- If incomplete, the CAB has 30 days to supply missing information
- If it cannot be validated, the case is closed
- 03
Investigation
Updates every 30 days if longer
Depending on the issue, the case is investigated internally or by an Investigation Working Group (IWG).
- A written report of findings is prepared
- IWG members can be replaced if a conflict of interest exists
- Stage 2: the CAB may escalate to the Accreditation Committee (an escalation fee applies — see Fees)
- 04
Decision
Written outcome
Findings are reviewed and a written decision is issued to the CAB.
- If a Stage 2 appeal overturns the decision, part of the escalation fee is refunded or credited
- If the appeal is unjustified, the fee is retained
- 05
Records
Kept on file
ACBNA staff keep full records of every case.
- The original complaint or appeal letter
- The Stage 1 recommendation report
- The Accreditation Committee decision (Stage 2, if applicable)
Responsibilities
Who does what
CABs
Submit formal complaints or appeals within 30 days, with supporting evidence.
ACBNA staff
Validate, acknowledge, track and manage each complaint or appeal.
ACBNA leadership
Oversee investigations, review findings and issue final decisions.
Accreditation Committee
Provide the second-stage review when a case is escalated.
Intended audience
Need to submit a complaint or appeal?
Our procedures ensure every concern is resolved fairly and transparently. Contact us to begin.