Complaints and appeals
No-fee complaints and appeals
Send a complaint about AAA’s services or an appeal against a certification decision to info@aaa-cert.co.uk. Include your organisation, programme or decision reference, the concern and relevant evidence.
There is no fee for submitting or having AAA review a complaint or appeal. An organisation may appeal directly within 90 calendar days of notification of the certification decision, without first making a complaint.
Our service targets are a complaint response within 10 working days and a written appeal outcome within 60 calendar days. If more time is needed, we explain why and provide progress updates. These are internal service targets and do not remove ordinary legal rights.
Reviews and appeal decisions are handled by competent people independent of the original decision, with conflicts of interest checked. A complaint or appeal does not automatically change or suspend the challenged certification decision. The procedure explains confidentiality, evidence, updates and any further applicable route.
Download the adopted complaints and appeals procedure PDF →
This version forms part of the controlled contract set for new quotations expressly incorporating it from launch. Existing accepted agreements are not retrospectively changed.