Appeals & Complaints
Is it an Appeal or a Complaint?
A complaint is an expression of dissatisfaction whereas an appeal is a request for a review of a decision. Appeals should be made on the basis that procedures that led to the decision were not applied consistently, or were not followed properly or fairly.
Certa would always hope to deal with issues swiftly and sympathetically through an informal route over the telephone or by email, in the first instance. If the issue cannot be resolved informally, then a formal appeal or complaint will need to be made.
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