Complaints procedure

How to raise issues if you have concerns about your interaction with the Certification Office.

You can complain about:

  • the handling of your personal information
  • poor service
  • if we have failed to act under the Freedom of Information Act 2000

How to complain

Send your complaint in writing to Gerard Walker, Assistant Certification Officer.


Certification Officer
Lower Ground Floor
Fleetbank House
2-6 Salisbury Square

What happens next

We’ll look into your complaint and contact you with our conclusions.

We will acknowledge all complaints and provide a timescale for dealing with them. We would expect to deal with most complaints within 10 working days. Complaints relating to Freedom of Information Act requests will be dealt with within the statutory timeframes.

Certification Officer decisions

Formal decisions of the Certification Officer are not dealt with under this procedure. These will mostly be appealable to the Employment Appeal Tribunal. Details of how to make an appeal will be included with any formal decision of the Certification Officer.