Complaints, Appeals & Whistleblower Protection

Complaints handling

• Complaints against the Bureau or against its accredited CABs (technical non-compliance, misuse of the accreditation mark, misleading claims) are filed through the complaint form, by post or e-mail.
• A complaint is acknowledged within 5 business days, assessed for competence and admissibility, investigated by a person independent of the subject, and closed with a reasoned response within 30 business days (extendable once, with notice).

Appeals board procedure

• CABs may appeal negative decisions — refusal, suspension, withdrawal, scope reduction — within 30 calendar days of receiving the decision, using the appeal form.
• Appeals are heard by an Appeals Board whose members were not involved in the assessment or decision; both parties may submit documentation and request a hearing.
• The Board’s decision is issued in writing within 60 business days and is final within the internal procedure (without prejudice to court remedies).

Anonymity & whistleblower rules

• Complaints may be filed anonymously; identity data is optional and, when provided, is known only to the case handler and is never disclosed to the subject without consent (unless required by law).
• Retaliation against complainants or witnesses is prohibited and is itself a sanctionable breach.

Dedicated dispute portals

Use the complaint form or the appeal form; written submissions may also be sent to the Bureau’s registered address marked “Complaints & Appeals”.