BSC or BCert maintains a transparent, objective, and independent appeals handling procedure in accordance with international conformity assessment standards. Certified clients and applicants have the right to challenge certification decisions—such as audit findings, refusal of scope, suspension, or withdrawal—through a structured multi-tier resolution mechanism.
Step-by-Step Appeals Process
Tier 1: Initial Appeal & Internal Management Review
- Submission by Customer: The customer raises an appeal in writing and submits it to BCert.
- Registration & Acknowledgment: The BCert Administration Manager logs the appeal in the official Appeals Register and promptly issues a formal written acknowledgment of receipt to the customer via email or post.
- Management Investigation: The BCert Management Team examines the grounds of the appeal, investigates the facts, and determines the underlying root cause of the issue.
- Action Decision: Based on the review findings, the management team determines the corrective action required to resolve the appeal.
- Formal Outcome Notification: The Administration Manager notifies the client in writing detailing the investigation results and the proposed actions taken.
Customer Review & Evaluation Gate
- Review of Action: The customer reviews the resolution and actions proposed by BCert.
- Decision Gate (Satisfied?):
- Satisfied (Yes): The issue is resolved and moves directly to final follow-up and close-out.
- Not Satisfied (No): The case is evaluated based on whether this is the customer’s second time experiencing dissatisfaction:
- No (Initial Dissatisfaction): The customer resubmits the appeal for further internal review within BCert.
- Yes (Repeated / 2nd-Time Dissatisfaction): The appeal is escalated beyond executive management to an independent governance level.
Tier 2: Independent Escalation (Impartiality Committee)
- Re-Registration: The escalated appeal is formally received, logged in the Appeals Register, and acknowledged in writing to the customer.
- Impartiality Committee Review: The appeal is referred directly to the independent Impartiality Committee to ensure an objective, unbiased assessment free from commercial or executive conflict of interest.
- Committee Decision: The committee reviews all case materials, independent evidence, and previous decisions to determine the appropriate resolution.
- Notification to Client: The Administration Manager formally communicates the committee’s decision and corrective measures to the client in writing.
Tier 3: External Scheme Accreditation Body Escalation
- Customer Acceptance Check:
- Satisfied (Yes): The committee’s ruling is accepted, and the case proceeds to final close-out.
- Not Satisfied (No): If the customer remains dissatisfied following the Impartiality Committee’s ruling, they have the right to escalate the appeal to the relevant Scheme Accreditation Body.
- Binding Resolution: BCert resolves and executes all corrective measures in strict accordance with the final ruling issued by the Accreditation Body.
Final Case Close-Out
- Follow-up & Close-Out: BCert verifies that all agreed corrective actions and procedural adjustments are fully implemented, monitored, and formally closed out in the Appeals Register.
