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Integrity / Complaints

When something goes wrong.

Anyone can raise a concern about a certified business.

Report a concern

Steps

  1. Received

    Reference within 2 business days.

  2. Triage

    Credible and in scope? 10 days.

  3. Investigation

    Business responds within 14 days.

  4. Outcome

    Usually within 45 days.

  5. Appeal

    30 days, independent reviewer.

Outcomes.

No breach

Closed. Nothing published.

Fix required

A minor gap fixed within about 30 days.

Suspended

During investigation, or at once if there's risk of serious harm. Not a finding.

Revoked

After investigation, the business's response and any appeal. Cites the criterion.

You can stay anonymous. We never tell the business who reported. Retaliation is grounds for revocation.