Institute of European Standards and Quality 
What is a complaint?
A complaint is an expression of dissatisfaction about a service, conduct or another matter within this procedure. A request to overturn an eligible assessment decision follows the appeals procedure. A simple request for information may be handled as an enquiry.
Who may raise a concern
A person or organisation affected by the matter may provide a complaint. A representative should explain their authority to act. Where the matter concerns a separate organisation, identify that relationship and any earlier steps relevant to the issue.
Information to provide
Describe what happened, the service or activity concerned, relevant dates and the outcome sought. Give references and proportionate evidence. Distinguish observed facts from assumptions and avoid unnecessary personal information about others.
Receipt and consideration
The complaint is recorded and its scope considered. Clarification may be requested to establish the issue and the responsibility involved. Receipt of a submission is separate from a conclusion that the complaint is substantiated.
Impartial handling
The handling arrangements must address interests and prior involvement in the matter. The outcome is made or reviewed by a person with the appropriate authority and independence from the subject, as required by the applicable procedure.
Information and confidentiality
Information is used to consider the complaint and may need to be shared with relevant parties for a fair examination. Applicable confidentiality and legal obligations remain relevant. Absolute anonymity or complete non-disclosure cannot be assumed from submission of a report.
Outcome and follow-up
The response identifies the outcome within the procedure and any appropriate action or further route. A complaint does not automatically suspend an existing technical decision. An appeal, where available, follows its own conditions.
Submit a complaint
Use the complaint form and keep the submission reference. If you are challenging a decision, check the appeal route and applicable period rather than relying on a general complaint to preserve that right.
Submit a complaint
Fields marked “Required” are needed to consider this request.