Complaints & Appeals

CAS welcomes complaints and appeals as a vital source of feedback and as a safeguard for the integrity of certification. This policy explains the difference between the two, who may raise each, and how we handle them — fairly, confidentially, and by people who were not involved in the matter being raised.

Anyone — a certified client, their customer, a regulator, or any member of the public — may complain about a CAS-certified organisation or about CAS’s certification activities. On receiving a complaint, CAS:

• confirms whether the complaint relates to certification activities that it is responsible for, and if so deals with it;
• acknowledges receipt and provides progress reports and the outcome;
• where the complaint concerns a certified client, considers the effectiveness of the certified management system;
• gathers and verifies all necessary information to validate the complaint;
• ensures that the people who review and decide the outcome were not involved in the subject of the complaint, so the decision stays impartial; and
• takes no discriminatory action against a complainant.

We acknowledge complaints within 2 working days and aim to reach an outcome within 60 calendar days. Together with the client and the complainant, we determine whether — and to what extent — the subject of the complaint and its resolution is made public.

File a complaint →

A client may appeal a CAS certification decision that affects them — for example a refusal to certify, a suspension or withdrawal, or a reduction of scope. On receiving an appeal, CAS:

• acknowledges receipt and keeps the appellant informed of progress and the outcome;
• gathers and verifies all necessary information to validate the appeal;
• ensures the appeal is handled and decided by individual(s) not involved in the decision being appealed; and
• takes no discriminatory action against an appellant for submitting an appeal.

Please submit an appeal within 30 days of being notified of the decision. The original decision may be upheld, overturned, or partially upheld; the outcome is communicated to you in writing.

Submit an appeal →

The decision to resolve a complaint or appeal is made by, or reviewed and approved by, person(s) not involved in the certification activities related to the complaint or appeal. Submitting a complaint or appeal never results in any discriminatory action.

All complaints and appeals are logged with a reference number, tracked to closure, and retained as records. They are handled in line with our Confidentiality & Information Security policy.