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Complaints and appeals

Any client or interested party may raise a complaint or appeal a certification decision. Here is how it is handled.

TGHA maintains a documented process for complaints and appeals, reviewed independently of the audit and certification decision teams that handled the original matter.

  1. Submit in writing

    Send a written complaint or appeal through the Download Centre form, by email, or by post, with your certificate or application reference.

  2. Acknowledgement

    TGHA confirms receipt and assigns the matter to a reviewer independent of the original decision.

  3. Independent review

    The reviewer examines the evidence, may request further information, and reaches a documented conclusion.

  4. Outcome communicated

    You receive the outcome in writing, along with any resulting action on the certification.

Submit a complaint or appeal

This page explains how TGHA receives, investigates and decides complaints and appeals. The full policy is available in the Download Centre or on request.