Complaints

To file a complaint about ADISA or a certified company, follow the instructions below. We value all feedback to improve our processes.

Complaining about a company which holds ADISA Certification (Product or Service)

If you have a complaint about an ADISA certified company, please lodge a complaint with the company first making sure to document the complaint and give them an opportunity to respond. If their response is unsatisfactory or if you don’t receive a response, proceed to the next steps.

UKAS accreditation for ADISA: provides a route to complain to ADISA as the Certification Body. Complaints to ADISA should relate to behaviour associated with certification or the code of conduct. To make a complaint about a company which holds ADISA Certification please complete the form via the button below..

ADISA will acknowledge your complaint within 2 working days and will investigate within 5 working days. You will receive a formal response within 30 working days of your initial complaint but please note, matters between ADISA and any certified company remain confidential at all times so your formal response may not contain certain types of information but will endeavour to provide as much information as possible.

Complaints regarding ADISA 

ADISA welcomes critique and challenges as we view it as an important part of continuous improvement and so for anyone or any company wishing to make a complaint or to share an observation you are encouraged to do so as follows.

Please complete the complaint form below and submit with as much information as possible.

ADISA will acknowledge your complaint within 2 working days and will investigate within 5 working days. You will receive a formal response within 30 working days of your initial complaint. If you are not happy that your complaint has been handled appropriately you are able to escalate as follows:

• For matters associated with Certification to Standard 8.0 you are able to complain to the ADISA advisory council via advisory@adisa.global.
• For matters associated with Product Certification or general ADISA behaviour you are able to complain to the ADISA advisory council via advisory@adisa.global.

Please be aware that the advisory council is made up of individuals working for companies who are certified or who have vested interests in certification schemes. In this regard the disclosure of information via email should be assessed for company confidentiality before sending.

Please note: If you are a current certified company and wish to complain about an audit or certification process, you should follow the appeals procedure which is available in the Scheme Manual.

Vexatious Complainants

ADISA is takes all complaints seriously and as face value to permit fair and impartial assessment. However, in a small minority of cases, some parties choose to make complaints without grounds, based on false pretences or simple in order to be problematic.

ADISA follows the lead set by UKAS and has adopted the Local Government Ombudsman’s (LGO) definition of “unreasonable complainant behaviour” and “unreasonable persistent complaints” and this will be used when determining if a complainant should be considered vexatious.
Where a complainant has been deemed to be vexatious, ADISA reserves the right to restrict contact with the complainant but in any such cases, the complainant will be informed citing the reasons why a decision has been made to restrict contact, including details of the arrangements, and the length of time any restrictions will remain in place.