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Complaints and Appeals
Our procedures for handling complaints and appeals in a fair, transparent, and timely manner.
Management Systems Certification Services (MSCS) is committed to maintaining transparency, fairness, and responsiveness in all its certification activities. We welcome feedback and ensure that all complaints and appeals are handled in a consistent, impartial, and timely manner.
1. Appeals 
An appeal is a formal request by a client or applicant for reconsideration of a certification decision made by MSCS (e.g., certification refusal, suspension, withdrawal, or audit findings).
How to Submit an Appeal

Appeals shall be submitted in writing within 14 days of the certification decision and should include: 

  • Organisation name and contact details  

  • Reference to the decision being appealed  

  • Justification and supporting evidence  

2. Complaints

A complaint is an expression of dissatisfaction by any interested party regarding MSCS activities, certified clients, or the conduct of MSCS personnel.

How to Submit a Complaint

Complaints may be submitted by any individual or organisation and should include: 

  • Complainant’s name and contact details  

  • Description of the issue  

  • Relevant supporting information (if available)  

3. Submission Channels 

All complaints and appeals can be submitted via: 

  • 📍 Address: Suite 1 Milton Keynes Business Centre, Linford Wood, Milton Keynes, England, MK14 6GD

4. Our Process

MSCS follows a structured process to ensure fairness and objectivity: 

  • Acknowledgement: Within 5 working days  

  • Review & Investigation: Conducted by competent personnel independent of the matter  

  • Decision: Based on objective evidence  

  • Communication: Outcome communicated in writing  

Where required, independent personnel not involved in the original decision will be engaged.

5. Impartiality and Confidentiality

  • All complaints and appeals are handled with strict confidentiality  

  • Decisions are made independently and without bias  

  • Individuals involved in the subject of the complaint or appeal will not participate in the investigation or decision-making  

6. Outcomes 

Possible outcomes may include: 

  • Confirmation of the original decision  

  • Revision of certification decisions  

  • Corrective actions within MSCS  

  • Actions required from certified clients (if applicable)

7. Escalation

If the complainant or appellant is not satisfied with the outcome, they may escalate the matter to the relevant accreditation body or regulatory authority, where applicable. 

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