Governance · ISO/IEC 17021-1

Complaints & Appeals

Cianaa Technologies is committed to handling every complaint and appeal fairly, impartially and confidentially — in line with the requirements of ISO/IEC 17021-1.

Our commitment

As an independent certification and assessment body, we welcome feedback. Every complaint and appeal is treated seriously, investigated objectively, and resolved without bias. No complainant or appellant will face any discriminatory action for raising a concern.

Complaint or appeal?


How to submit

Select Complaint or Appeal above to open our secure form. Your information is captured securely and goes directly to our team — no email needed, and everything you share is treated in confidence.

Our process

1

Acknowledge

We confirm receipt of your complaint or appeal, typically within 5 business days.

2

Validate

We confirm that the matter relates to our certification or assessment activities and gather the information needed to assess it.

3

Investigate — impartially

The matter is reviewed by competent personnel who were not involved in the activity, audit or decision being complained about or appealed, to ensure impartiality.

4

Decide & resolve

A decision is made and appropriate corrective action taken. We aim to resolve matters within 30 days; if more time is needed, we keep you informed of progress.

5

Communicate the outcome

We formally notify you of the decision and the reasons for it, and confirm when the matter is closed.

6

Escalate

If you remain dissatisfied, you may request escalation. Where applicable, you may also raise the matter with the relevant accreditation body or scheme owner.

Impartiality & confidentiality

Decisions on complaints and appeals are made by, or reviewed by, individuals independent of the subject of the complaint or the original decision. All information is treated confidentially and used only to investigate and resolve the matter. See our Impartiality statement for more.

In line with ISO/IEC 17021-1, Cianaa determines — together with the complainant and the subject of the complaint where appropriate — whether and to what extent the subject of the complaint and its resolution should be made public.

Need to raise a complaint or appeal?

We’re here to put it right — fairly, impartially and in confidence.

Raise a complaint or appeal →