Complaints and Appeals Policy

Last updated: 3 November 2026

1. What you can raise

• Complaints about ISI, an authorised centre, an instructor or an assessor.
• Appeals against an assessment result, or a decision to refuse, suspend or withdraw a certificate, membership or accreditation.
• Reports of misuse, such as fake or altered certificates.

2. How to raise it

Email [email protected] with your name, contact details, the certificate or centre number if you have one, what happened and what outcome you are looking for. Appeals should be made within 30 days of the decision.

3. What happens next

1. We confirm we have received it within 5 working days.
2. Someone who was not involved in the original matter reviews the evidence.
3. We give you a written decision with reasons, normally within 30 working days.

4. Fairness

Raising a complaint or appeal will not affect how you are treated. We keep records of complaints and use them to improve our standards and centres.