CAS Academy

Complaints · ISO/IEC 17024:2026 §9.9

File a complaint

Tell us about a problem with a CAS Academy–certified person, or with our certification or examination services. Every complaint is handled confidentially, fairly, and by people not involved in the matter.

ConfidentialAcknowledged ≤ 2 working daysDecided impartiallyResolved ≤ 30 days

Right place? A complaint is about a certified person or our certification / examination service; an appeal challenges a certification decision CAS Academy made about you. Affected by both? You can do each separately.

This is actually an appeal →

Tell us what happened

Fields marked * are required. We’ll email you a reference number.

0/5000

Attach any evidence — PDF, Word, Excel or images. Up to 6 files, 10 MB total.

Confidential · protected by bot verification.

What to expect

  • ✓ Acknowledged within 2 working days
  • ✓ Handled confidentially (§9.9.7)
  • ✓ Decided by people not involved (§9.9.8)
  • ✓ Result within 30 calendar days
  • ✓ No discrimination for complaining (§9.9.9)

Not a complaint?

Challenging a certification decision about you (exam result, refusal, suspension, withdrawal)? Submit an appeal →

How we handle your complaint

Every step follows our documented process under ISO/IEC 17024:2026 §9.9.

  1. 1

    You submit

    §9.9.1

    Anyone may raise a complaint about a CAS Academy–certified person, or about our certification or examination activities — in English, Arabic or Italian.

  2. 2

    We acknowledge

    §9.9.10≤ 2 working days

    We confirm receipt and give you a reference number so you can track your complaint, with progress updates along the way.

  3. 3

    We validate & substantiate it

    §9.9.4 · §9.9.5

    We gather the information needed to determine whether the complaint is substantiated, and confirm it relates to our certification activities — and if so, we resolve it.

  4. 4

    We handle it fairly & confidentially

    §9.9.2 · §9.9.7

    Your complaint is handled constructively, impartially and in a timely manner, and treated confidentially as it relates to you and to the subject of the complaint.

  5. 5

    Impartial decision

    §9.9.8 · §9.9.9

    The outcome is decided by — or reviewed and approved by — people not involved in the subject of the complaint. You face no discrimination for having raised it.

  6. 6

    We inform the certified person

    §9.9.6

    Where a complaint about a certified person is substantiated, we inform that person at an appropriate time.

  7. 7

    Result & formal close

    §9.9.10 · §9.9.11≤ 30 days

    We communicate the outcome to you and give formal notice that the complaints-handling process has ended.

Common questions

Who can file a complaint?+
Anyone — a certified person, an employer, a regulator, or any member of the public — about a CAS Academy–certified individual or about our certification or examination activities.
How long does it take?+
We acknowledge within 2 working days and aim to resolve within 30 calendar days, with progress updates along the way.
Will my complaint stay confidential?+
Yes. Complaints are handled confidentially per ISO/IEC 17024:2026 §9.9.7, as it relates both to you and to the subject of the complaint.
Who decides the outcome?+
Personnel who were not involved in the subject of the complaint, so the decision stays impartial (§9.9.8) — and you face no discrimination for raising it (§9.9.9).
What if my concern is about a decision made about me?+
If you actually want to challenge a certification decision CAS Academy made about you — an examination result, a refusal, a suspension or a withdrawal — that is an appeal. Use the Appeals page; it is reviewed independently per ISO/IEC 17024:2026 §9.8.
File a complaint · CAS Academy