Complaints and Appeals

These are two distinct mechanisms:

• Complaint: dissatisfaction with the service, the treatment received, a process, or with a holder's misuse of the mark or of a certificate.
• Appeal: a formal request to reconsider a certification decision (for example: not granting, suspending or revoking a certificate).

Candidates, certified holders, clients and any third party. Complaints about the authenticity or use of a certificate may be filed by anyone; you can first confirm its status in the public verifier.

By email, to our single contact mailbox. State your certification line in the subject — ISO/IEC 17024 for people, ISO/IEC 17021-1 for companies — so your case is routed to the right committee:

• Email: support@fvr.mx

• Your contact details.
• The certificate reference number, if applicable.
• A clear description of the complaint or of the decision you are appealing.
• Supporting evidence or documents, if you have any.

1. Acknowledgement of receipt of your submission.
2. Impartial review: carried out by personnel who took no part in the original decision and have no conflict of interest.
3. Objective analysis of the evidence and, where appropriate, a request for further information.
4. Written resolution and communication, setting out the grounds for the decision.

Whoever resolves an appeal took no part in the decision being appealed (see the Impartiality Policy). FVR™ takes no discriminatory or retaliatory action against anyone who files a complaint or appeal, and handles the case under its confidentiality rules.

If the outcome does not satisfy you, you may request a second-instance review. Once FVR™ completes its accreditation, complaints may also be escalated to the corresponding accreditation body.