1. What you may complain about
You may complain about service quality, delay, communication, staff or partner conduct, application handling, a certification decision, status management, fees, corporate support or personal-data handling.
2. How to complain
Email contact@bcbgb.com with “Complaint” in the subject, or write to the registered office. Include:
- your name and contact details;
- the business and your authority;
- certificate, application or engagement reference;
- what happened and when;
- relevant evidence; and
- the outcome you request.
3. Our process
- We aim to acknowledge a complaint within five UK business days.
- A person with appropriate independence from the subject matter will review it where practicable.
- We may request information or pause a certificate where integrity or third-party risk requires interim action.
- We aim to provide a final response within 20 UK business days, or explain why more time is needed.
4. Certification decisions
A complaint does not automatically change a certification decision. BCB may uphold, revise, suspend, withdraw or remit a decision for further review based on the methodology, evidence and applicable engagement terms.
5. External rights
If a complaint concerns personal data, you may complain to the Information Commissioner's Office. Other external rights depend on the service, contract and applicable law. BCB will identify an applicable statutory or contractual escalation route in the final response where required.
6. No retaliation
BCB will not refuse to consider a genuine complaint merely because it is critical. Abusive, threatening, repetitive or clearly bad-faith communications may be managed proportionately.