Impartiality
A condition of acceptance. Threats are analysed and documented before every engagement.
The rule
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- The rules are published before anyone asks for them.
The rules are published before anyone asks for them.
A conformity-assessment body that publishes its rules only on request is telling you something about the rules. These pages set out how we accept work, how we decide, and what you can do when you disagree.
This section
Seven published rules.
Complaints
Who may complain, how, who examines it, and who may not.
Raise a concernAppeals
A committee that does not include the person whose decision is challenged.
Appeal a decisionConfidentiality
What we protect, when law or accreditation obliges disclosure, and how we notify you.
The ruleLogo and mark rules
Where the accreditation symbol and our mark may be used, and what happens on breach.
The rulesFacts after issuance
What we do when new information could change reliance on a statement.
The procedureEntity responsibilities
Which entity is responsible for which output, and where each complaint goes.
ComparePublic documents
Everything above as controlled files, with code, revision and effective date.
Documents
Two routes, never merged
Certification has its own public information.
This Trust Centre applies to Energy Up International validation and verification. Complaints, appeals and mark rules relating to a Global Energy Up management-system certificate follow a separate controlled route at certification public information. The routes are never merged, because the decisions being challenged were taken by different entities under different rules.
By separation of roles and by refusal. The engagement team performs the work; an independent reviewer who did not perform it reviews it; and an authorised decision-maker who did neither takes the decision. Threats to impartiality are identified and recorded before acceptance, and an engagement is declined where a threat cannot be reduced to an acceptable level.
Through the published route on this site. A complaint concerns our conduct or service; an appeal challenges a decision we have taken. Both are acknowledged on receipt with a reference, and the outcome is given in writing.
Not the person who took the decision. The handling and the outcome are assigned to people independent of the work complained about, which is the point of having the procedure at all.
Client information is treated as confidential and is used for the engagement it was provided for. Where a rule or an accreditation body requires disclosure, that requirement is stated rather than applied silently.
Common questions
The questions that come before a contract.
These are the questions we are actually asked before an engagement starts. If yours is not here, ask it directly — a straight answer costs both sides less than a wrong assumption.
Request a pre-engagement review
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.