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- Complaints.
Complaints.
Who may complain, how, who examines it, and within what period.
Published rule
The rule as published.
- Any client, certified organisation or other interested party may raise a complaint about certification activities, conduct or public information.
- Complaints are logged with a case reference and acknowledged within the period approved in the management system.
- An admissibility review establishes whether the matter is a complaint or an appeal — they follow different routes.
- The complaint is assigned to competent personnel who are independent of the subject matter of the complaint.
- The outcome is communicated in writing, and confidential information is protected throughout.
- Submitting a complaint does not trigger discriminatory action of any kind.
Do not confuse the routes
This route is for certification only.
This page covers Global Energy Up certification. Complaints and appeals about an Energy Up International validation or verification follow a separate controlled workflow at the Trust Centre. The two are never merged, because the decisions being challenged were taken by different entities under different rules.
Describe the claim — not the service.
Tell us what must be relied on, who will rely on it and by what date. We will confirm the correct programme, evidence requirement and responsible entity — or tell you it is outside our scope.