Email your complaint to [email protected]. You can also raise it by phone or letter with any member of the Citation ISO team — just make sure it’s clearly flagged as a complaint so it gets logged correctly.
What happens next
We confirm whether it relates to certification activity we’re responsible for, and handle it under our established procedure
If it concerns a certified client, we also consider the effectiveness of their management system as part of the review
We keep it confidential, both for you and for the subject of the complaint
If your complaint is about a client we certify, we’ll refer it to them at the appropriate time
Want to appeal a decision instead?
An appeal is different from a complaint — it’s when you ask us to reconsider a certification decision (granting, maintaining, renewing, extending, reducing, suspending or withdrawing certification). Appeals go through the same email address and are reviewed by people who weren’t involved in the original audit or decision, so it’s a genuinely independent review. Raising an appeal never results in any discriminatory action against you.
How we handle complaints and appeals
A complaint is any verbal or written statement where you’re dissatisfied with a certification decision, or with how we’ve handled something, and you expect a response
Minor matters that get resolved without a formal process don’t count as complaints
We’re responsible for decisions at every level of the appeals process, and the people handling your appeal are always different from those who carried out the original audit or made the certification decision
Read more on our complaints and appeals page.