Feedback, complaints and appeals

Feedback

IBITGQ welcomes feedback on any aspect of our service delivery or that of our Approved Training Organisations (ATOs). Contact options can be found here. Details of how we manage complaints and appeals in respect of certification decisions are shown below.

Complaints

Complaints are reviewed, validated and processed by the management of IBITGQ and/or the certification body. All persons involved in the complaint proceedings must submit a confidentiality statement.

We aim to process all complaints within two months of receipt and in line with the principles of impartiality and confidentiality.

Complaints must be made in writing and must contain all relevant information about the person making the complaint, the responsible IBITGQ or certification body employee, and the reason for the complaint.

As part of our complaint-handling procedure, you will receive a confirmation of receipt, and information on the progress made and any action taken. Where appropriate, corrective action is taken by management.

While processing the complaint, a protocol is kept by the processor, which must be signed by all involved parties. All complaints are recorded by IBITGQ.

Appeals against certification decisions

All appeals should be dealt with within one month of receipt by those employees who are not involved in the certification decisions. The handling of appeals should be based on the principles of impartiality and confidentiality.

All appeals will only be accepted in writing and must include all relevant information about the claimant, the responsible IBITGQ or certification body employee, and the reason for the appeal.
We will confirm receipt, and provide information on progress made and the result of the appeal.
Where appropriate, corrective action should be taken as a result of appeal processing after discussion with management.

During the appeal proceedings, a protocol is kept by the processor, which must be signed by all involved parties. All appeals are recorded by IBITGQ.