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Complaints Policy

Consistent handling of complaints about ukg services, personnel, assessments or certified persons.

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.

What a good complaint should contain

A complaint is easier to investigate when it contains enough facts to identify the event, service or person concerned.

Explain what happened and when.
Include relevant application, invoice, support ticket or credential references.
Identify the impact and the remedy you are seeking.
Attach relevant correspondence or evidence where appropriate.
Mark urgent privacy or security concerns clearly.

Investigation and quality improvement

UKG records the complaint, gathers relevant evidence and manages conflicts of interest. The response may include findings, corrective action or reasons for no further action. Systemic issues can be referred into quality and corrective-action controls.

Scope and application

This page applies to the activities, records, people and systems covered by Complaints Policy. It should be read with the applicable certification scheme, related UKGLTD policies and any mandatory legal or contractual requirements. It does not override law, candidate rights or higher-level controls.

Responsibilities and control

UKGLTD assigns appropriate responsibility for implementing controls, retaining evidence and reviewing exceptions. Material decisions should be traceable, with relevant changes, approvals, conflicts and exceptions recorded and access limited to authorised personnel.

Procedure and records

Requirements are implemented through documented procedures and reviewable records. Where a decision affects a candidate or credential, relevant available information should be considered and the basis, outcome and next action recorded. Records are retained according to approved retention, privacy and security rules.

Review and improvement

The policy is reviewed when material changes affect the scheme, technology, law, risk profile or audit results. Complaints, appeals, incidents and monitoring results may trigger corrective action or changes to the control environment.