How a complaint is handled
Anyone — a client, an Improver, a fellow Prover or a member of the public — may submit a concern in writing, with whatever evidence they hold.
The Institute checks the concern is within its remit and tells both parties what will happen next. Frivolous or out-of-scope matters are closed with reasons.
The Complaints & De-certification Panel hears the matter. It is separate from the Certification Committee, so no one rules on a mark they conferred. The Prover may respond in full.
The panel issues a finding with reasons, and either party may seek a review on process.
The range of outcomes
The concern is not made out; the matter is closed with reasons.
A limit is placed on the Prover's practice and shown on the register.
The Prover is stood down pending remediation or further inquiry.
The mark is withdrawn and the listing removed from the register.
Write to the Institute with the Prover's register number and what you observed. Every submission is acknowledged.