Legal
Complaints and appeals
Draft for legal review. This page will be finalised before launch.
Last updated
Portcullis aims to make fair, evidence-based decisions. This page explains how to raise a complaint or appeal a decision.
Complaints
To complain about our service, an assessor or a certified organisation's use of the mark, email info@cargoportcullis.com with the details. We will acknowledge your complaint within 5 working days and aim to respond in full within 20 working days.
Appeals
An organisation may appeal a decision to refuse, suspend or withdraw certification within 20 working days of the decision.
Appeals are reviewed by a person who was not involved in the original decision. The outcome and reasons are given in writing.
Impartiality
Complaints and appeals are handled confidentially. Raising a complaint or appeal will not affect how an organisation is treated in future assessments.