Yes. We consider whether it relates to the effectiveness of their certified system; a special audit may follow, and the client is informed in writing.
GLOBAL
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Global Energy Up is an independent certification body for management systems and a validation and verification body for greenhouse-gas information. We audit and decide; we do not consult.
Raise a complaint or an appeal. It will be handled independently.
No appeal is ever examined by the person who took the decision under appeal.
We handle complaints, appeals and disputes under ISO/IEC 17021-1:2015 clauses 9.7 and 9.8 and our documented appeals and complaints procedure — impartially, independently, confidentially and within set timeframes.
- A unique reference number for every case
- Acknowledgement within five working days
- Handled by people independent of the subject
- No discriminatory action against the person raising it
- A written response with outcome and actions
- Closure within ninety days
Complaint, appeal or dispute?
Complaint
An expression of dissatisfaction, other than an appeal, by any person or organization about our activities, our personnel, or a client we have certified.
Appeal
A formal request by a client to reconsider a certification decision — refusal, suspension, withdrawal or scope reduction. Submit within 45 days of the decision being notified.
Dispute
A disagreement on contractual terms, certification requirements or impartiality that is neither a complaint nor an appeal; reviewed by top management.
How to submit
- Through the form below — you receive an acknowledgement e-mail with a reference number.
- By e-mail to contact@energy-up.co with “Complaint” or “Appeal” in the subject line.
- In writing to our address, or verbally by phone or during an audit — we record it in writing and confirm it to you.
Complaint or appeal form
How your case is handled
01.
Independence
Nobody who took part in the audit or decision concerned takes part in handling or deciding the case.
02.
Confidentiality
All cases and records are handled in strict confidence, with controlled access.
03.
Oversight
Cases and outcomes are reported to top management and the Impartiality Committee, and reviewed at management review.
The stages
01Receipt & loggingReceipt
The case is entered in the complaints and appeals register and given a unique reference number.
02AcknowledgementWithin 5 working days
Formal acknowledgement of receipt within five working days, with the next steps explained.
03Independent investigationInvestigation
Handled by competent people who took no part in the audit or decision concerned, without any discrimination against the person raising it.
04DecisionDecision
Appeals are decided by an appeals panel of Impartiality Committee members or other competent persons, at a level higher than, or independent from, the original decision-maker.
05Written responseResponse
You are informed in writing of the outcome and of the corrective actions taken.
06Follow-up & closureWithin 90 days
We verify that actions are effective; every case is closed within ninety days of receipt.
If you are not satisfied with the outcome
You will be informed of your right to escalate the matter to the relevant accreditation body, or to use the applicable legal or contractual routes.
- Can I complain about a client you have certified?
- Will raising an appeal affect my assessment or certificate?No. Raising a complaint or appeal never leads to discriminatory action.
- How long does it take?Acknowledgement within five working days, and closure within ninety days of receipt.
