Complaints and Appeals Policy
Cyber Tec Security Ltd (“CTS”) is committed to delivering high-quality cybersecurity certification and security services.
Cyber Tec Security operates as a certification body under certification schemes operated by third-party scheme owners, including IASME.
We welcome feedback and take complaints seriously. This policy outlines how complaints and appeals relating to our services or certification activities can be raised and addressed.
Complaints
A complaint may relate to:
- service delivery
- communication
- assessor conduct
- delays or administrative issues
- concerns regarding certification processes
Complaints should be submitted to: [email protected]
Please include:
- details of the concern
- relevant dates
- any supporting information
CTS will acknowledge receipt of the complaint and investigate the matter appropriately.
Appeals
An appeal is a formal challenge to a certification decision or assessment outcome.
Where an organisation believes that a certification decision has been made incorrectly, an appeal may be submitted to Cyber Tec Security Ltd for review.
Appeals should include:
- details of the certification decision
- the reason for the appeal
- supporting evidence where available
CTS will review the appeal and ensure that it is assessed impartially.
Where certification is delivered under an external certification scheme (such as IASME), formal appeals may ultimately be handled by the scheme operator in accordance with their scheme rules and procedures.
Impartial Review
To maintain impartiality, any complaint or appeal will be reviewed by personnel who were not directly involved in the original decision or assessment.
Escalation
If a complainant is not satisfied with the outcome of the CTS review, the matter may be escalated to the relevant certification scheme operator.
For certifications delivered under IASME schemes, appeals may be referred to IASME in accordance with their published certification scheme procedures.
Continuous Improvement
CTS records complaints and appeals and reviews them as part of its quality management processes to support continual improvement.