CAS — Conformity Assessment Services

Complaints · ISO/IEC 17021-1 §9.8

File a complaint

Tell us about a problem with a CAS-certified client, or with our certification services. Every complaint is handled confidentially, fairly, and by people not involved in the matter.

ConfidentialAcknowledged ≤ 2 working daysDecided impartiallyResolved ≤ 60 days

Right place? A complaint is about a certified organisation or our service; an appeal challenges a certification decision CAS made about you. Affected by both? You can do each separately.

This is actually an appeal →

Tell us what happened

Fields marked * are required. We’ll email you a reference number.

0/5000

Attach any evidence — PDF, Word, Excel or images. Up to 6 files, 10 MB total.

Confidential · protected by bot verification.

What to expect

  • ✓ Acknowledged within 2 working days
  • ✓ Handled confidentially (§9.8.5)
  • ✓ Decided by people not involved (§9.8.9)
  • ✓ Result within 60 calendar days
  • ✓ No discrimination for complaining (§9.8.2)

Not a complaint?

Appealing a certification decision (suspension, withdrawal, refusal)? Submit an appeal →
Just sharing general feedback? Send feedback →

How we handle your complaint

Every step follows our documented process under ISO/IEC 17021-1 §9.8.

  1. 1

    You submit

    §9.8.1

    Anyone may raise a complaint about a CAS-certified client or about CAS's certification activities — in English, Arabic or Italian. You may remain anonymous if you prefer.

  2. 2

    We acknowledge

    §9.8.8≤ 2 working days

    We confirm receipt and give you a reference number so you can track your complaint.

  3. 3

    We validate & scope it

    §9.8.3–9.8.4

    We confirm the complaint relates to our certification activities. If it concerns a certified client, we assess the effectiveness of their certified management system and refer the matter to them at an appropriate time.

  4. 4

    We investigate impartially

    §9.8.7 · §9.8.9

    We gather and verify all the facts. The people who decide the outcome were not involved in the subject of the complaint — and you face no discrimination for having raised it.

  5. 5

    We decide & send the result

    §9.8.8≤ 60 days

    We reach a decision and communicate the result to you in writing.

  6. 6

    We close it formally

    §9.8.10

    We give you formal notice that the complaints-handling process has ended.

  7. 7

    Disclosure & your right to appeal

    §9.8.11

    Together with you and the certified client we agree what, if anything, is made public. If you are not satisfied with the outcome, you may lodge an appeal — reviewed independently per §9.7.

Common questions

Who can file a complaint?+
Anyone — a certified client, their customer, a regulator, or any member of the public — about a CAS-certified organisation or about CAS's own certification activities.
How long does it take?+
We acknowledge within 2 working days and aim to close within 60 calendar days, with progress updates along the way.
Will my complaint stay confidential?+
Yes. Complaints are handled confidentially per ISO/IEC 17021-1 §9.8.5. We agree with you and the certified client whether and to what extent anything is made public.
Who decides the outcome?+
Personnel who were not involved in the subject of the complaint, so the decision stays impartial (§9.8.9).
What if I'm not satisfied with the outcome?+
You may lodge an appeal on the Appeals page; it is reviewed independently per ISO/IEC 17021-1 §9.7.
File a complaint · CAS