Complaints Policy

Purpose

consistent handling of complaints about UKG services, personnel, assessments or certified persons

Scope

This policy applies to UKG personnel, contractors, subject-matter experts, assessors, decision-makers, administrators and candidates to the extent relevant to their role.

Mandatory controls

• Complaints are acknowledged and assessed for scope and risk.
• Conflicts are controlled in complaint handling.
• Relevant parties may be asked for evidence and response.
• Findings, corrective action and communication are documented.
• Good-faith complainants and candidates must not suffer retaliation merely for using the process.

Required records

• Complaint, investigation, findings, action and closure.

Review and control

This controlled document is reviewed at least annually and whenever there is a material legal, scheme, technology, risk or accreditation change. The English master controls; translations must be reviewed after a material English change.