Independent, fair and transparent
GGL is committed to maintaining a fair, transparent and impartial certification scheme. Our Appeals and Complaints Procedure provides a formal process for raising concerns or requesting a review of decisions made under the GGL certification scheme.
We treat every appeal and complaint objectively and in accordance with our documented procedures.
Supporting confidence in the GGL certification scheme
Confidence in a certification scheme depends not only on robust certification standards, but also on transparent governance and accountability.
GGL has established a formal Appeals and Complaints Procedure to ensure that concerns are handled consistently, impartially and in a timely manner. This process contributes to the integrity of the GGL certification scheme and supports continuous improvement.
Understanding the difference
Appeals
An appeal is a formal request to review a decision made by the GGL Foundation under the GGL certification scheme.
Examples may include decisions relating to:
- Recognition of a Certification Body
- Interpretation or application of GGL requirements
- Other formal decisions taken by the GGL Foundation
Complaints
A complaint is an expression of dissatisfaction regarding the operation of the GGL certification scheme or the conduct of organisations operating within it.
Complaints may relate to:
- The GGL Foundation
- A recognised Certification Body
- A GGL Participant
- The implementation of the GGL certification scheme
What you can expect
Every appeal or complaint follows a documented process to ensure consistency and impartiality.
the process
Submit your appeal or complaint using the online form.
GGL acknowledges receipt and determines whether the submission falls within the scope of the procedure.
The matter is assessed by the appropriate persons in accordance with the Appeals and Complaints Procedure.
Where necessary, additional information may be requested.
A decision is communicated, together with any follow-up actions where applicable.
Every submission is handled with care
The Appeals and Complaints Procedure is based on the following principles:
- Independence
- Impartiality
- Confidentiality
- Consistency
- Transparency
- Timely handling
These principles help ensure that every submission is assessed objectively and fairly.
Information to include
To help us assess your appeal or complaint efficiently, please provide:
- Your name and organisation
- Your contact details
- A clear description of the matter
- Relevant dates
- Supporting documentation, where available
- The outcome you are seeking (for appeals)
Providing complete information enables us to process your submission more effectively.
Ready to submit?
Complete the online form and include all relevant supporting information.
Learn more about the process
For full details of the procedure, please refer to:
Questions about the procedure?
If you are unsure whether your concern should be submitted as an appeal or a complaint, or if you have questions about the process, please contact the GGL team.