Decisions you can appeal
- A written complaint outcome.
- A rejected membership or accreditation application.
- An accreditation decision relating to audit failure, CPD, disclosure checks, conduct or insurance.
- A decision on competence, fit-and-proper status, suspension, revocation, corrective action or required training.
If you are raising an issue for the first time and have not received a formal decision, start with the complaints procedure.
Deadlines and how to submit
Appeals against a complaint outcome should be submitted within 20 working days of the written decision. Appeals about membership, accreditation or disciplinary decisions should be submitted within 30 days of the written decision. Explain any exceptional circumstances if you cannot meet the applicable deadline.
Submit your appeal in writing to complaints@kaizencertification.co.uk with the subject “Appeal Request”, or post it to Kaizen Certification Ltd, 42a Church Street, Hatfield, Hertfordshire, AL9 5AW. Call 0330 223 6278 if you need help making a written appeal.
- Your name and contact details.
- The decision, its date and why you believe it should be reviewed.
- Any member ID, complaint number, report reference or audit reference.
- Supporting evidence and accessibility or communication requirements.
Impartial internal review
We acknowledge appeals within five working days. A senior person who was not involved in the original decision reviews the case. Audit-failure appeals are considered by someone suitably competent and experienced, other than the original auditor.
For complaint-outcome appeals, we aim to issue the internal review decision within ten working days. For membership, accreditation and disciplinary appeals, we aim to issue a decision within twenty working days of receiving all necessary information.
Independent third-party appeals
Prospective members whose applications are rejected have access to independent third-party appeal. Stakeholders can escalate unresolved complaint decisions to an independent panel. Existing members have access to the applicable escalation route, including independent review where accreditation has been revoked.
The panel is separate from the original decision makers and has no commercial or other link that could influence its deliberations. Its findings are provided to the appellant. The decision is final within the scheme process and binding on Kaizen, without removing statutory rights or preventing an unsuccessful applicant approaching another scheme.
For Scotland, independent third-party review is the final stage within the scheme. We do not refer individual appellants to government for adjudication.
Further information
The published complaints procedure (PDF) and the application pack’s Appeals Process Handbook provide related information. We can provide copies in another format on request.