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Raise a concern about our activities or conduct.

Any client, statement user or other interested party may raise a complaint about Energy Up International’s validation or verification activities, conduct or public information. Submitting a complaint does not affect access to our services and does not trigger discriminatory action.

The workflow

What happens after you submit.

  1. Receipt and case reference

    The complaint is logged and a case reference is issued to you.

    Controlled record

  2. Acknowledgement

    Acknowledged within the period approved in the management system. The published period is the approved one — not an aspiration.

    Within the QMS period

  3. Admissibility review

    Whether the matter is a complaint or an appeal, and whether it concerns our activities at all.

    Routing

  4. Assignment

    Assigned to competent personnel independent of the subject matter of the complaint.

    Independent of the matter

  5. Evidence and response

    Evidence is gathered and relevant parties are given the opportunity to respond.

    Both sides

  6. Review and outcome

    The outcome is reviewed and approved, then communicated in writing.

    Written closure

  7. Escalation

    Where an escalation route applies, it is stated in the written closure.

    Where applicable
Confidential information is protected throughout, and only time limits approved in the management system are published.
Submit

The complaint form.

Use this form rather than the sales inbox — complaints are handled under a controlled workflow with a case reference.

Who you are
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e.g. client, statement user, other interested party This field is required
The matter
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Supporting evidence
Accepted: PDF, Excel, CSV, Word, ZIP, images. Maximum 25 MB per file. Do not attach personal data the request does not require.
    A file exceeds the permitted size.
    What we commit to: an automatic acknowledgement carrying a reference on submission · an initial response within 5 working days · closure within 30 working days of receipt · examination and decision by people independent of those who carried out the work or took the decision · and if you are not satisfied with the resolution, the right to escalate to the accreditation body (EGAC).

    A case reference is issued on receipt, and the outcome is given in writing.

    Not sure which route?

    A complaint is not an appeal.

    A complaint concerns conduct, service, public information or another aspect of our activity. An appeal challenges a specific conformity-assessment decision. They follow different routes, and the appeal route excludes anyone who took part in the challenged work. If you are not sure which applies, submit the complaint form and the admissibility review will route it — you will not lose your place by choosing the wrong one.

    For a Global Energy Up certificate, use the certification complaints route instead.

    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.

    Start a pre-engagement reviewContact the right entity