Effective date: 1 June 2026 — Reviewed annually.
How to Submit a Complaint
All complaints should be submitted in writing to complaints@bsape.com. Alternatively, you may write to the Complaints Officer, BSAPE, Scotland, United Kingdom. We do not accept verbal complaints as formal submissions, though you are welcome to call us first to discuss your concern informally.
1. Scope
This procedure applies to complaints received by BSAPE from any individual or organisation regarding:
- The conduct or competence of a BSAPE-accredited professional
- The standards or conduct of a BSAPE-accredited organisation
- The quality or conduct of a BSAPE Approved Provider
- BSAPE's own services, decisions, processes, or staff conduct
- Misuse of BSAPE credentials, logos, or digital credential marks by any party
This procedure does not cover appeals against application decisions (see the Accreditation Policy for the appeals process) or employment disputes relating to BSAPE staff, which are handled under separate internal HR procedures.
2. Our Commitments
BSAPE is committed to handling all complaints:
- Promptly: acknowledging your complaint within 5 working days and providing a decision within 30
- Fairly: treating the complainant and the subject of the complaint with equal respect and impartiality
- Transparently: providing clear written reasons for all decisions
- Confidentially: sharing information only as necessary to investigate and resolve the complaint
- Proportionately: ensuring any action taken is appropriate to the nature and severity of the issue
3. The Complaints Process
Submit your complaint in writing to complaints@bsape.com with your name, contact details, a clear description of the issue, relevant dates, and any supporting documentation. BSAPE will acknowledge receipt within 5 working days and confirm the name of the officer handling your complaint.
The appointed complaints officer will investigate your complaint. This may involve requesting additional information from you, the subject of the complaint, or other relevant parties. All parties will be treated fairly and given an opportunity to respond. The investigation will be conducted impartially and all information handled in confidence.
BSAPE will issue a written decision setting out the findings of the investigation, the outcome, and the rationale. Where the complaint is upheld, the decision will include any action BSAPE intends to take. Where the complaint is not upheld, the reasons will be clearly explained.
If you are not satisfied with the Stage 3 decision, you may request an appeal within 28 days of receiving the written decision. Appeals are reviewed by an independent panel with no prior involvement in the case. The outcome of the appeal is final within BSAPE's internal process.
4. What to Include in Your Complaint
To help us investigate as efficiently as possible, please include:
- Your full name and contact details (email address and phone number)
- If complaining about an accredited professional or organisation: their full name, BSAPE certificate type or accreditation reference, and their employer or organisation if known
- A clear, chronological description of the issue — what happened, when, where, and who was involved
- Copies of any relevant documents, communications, or evidence that support your complaint
- What outcome you are seeking (if relevant)
5. Complaints About Conduct of Accredited Professionals
Where a complaint concerns the professional conduct or competence of a BSAPE-accredited individual, BSAPE will assess whether the alleged behaviour constitutes a breach of the BSAPE Code of Ethics. The subject of the complaint will be informed and given a formal opportunity to respond.
If the complaint is upheld, BSAPE may impose sanctions ranging from a written caution to withdrawal of accreditation, depending on the severity and circumstances of the breach.
6. Complaints About BSAPE Services
Complaints about BSAPE's own services, staff conduct, or decision-making processes will be investigated by a senior officer with no prior involvement in the matter being complained about. BSAPE will acknowledge what went wrong when errors are identified and, where appropriate, take corrective action and offer a remedy.
7. Confidentiality
BSAPE treats all complaint information as confidential. Information will only be shared with those who need to know it to investigate and resolve the complaint. The identity of the complainant may, in some cases, need to be disclosed to the subject of the complaint in order to allow them to respond — we will inform you if this is necessary.
Anonymous complaints may be considered at BSAPE's discretion, but our ability to investigate and respond fully may be limited without the complainant's identity.
8. Timescales
If a complaint is particularly complex, BSAPE may extend the investigation period beyond 30 working days. We will notify you of any extension, provide an explanation, and give a revised expected completion date. We aim to resolve all complaints within 60 working days at the latest.
9. Escalation Beyond BSAPE
If you remain dissatisfied after exhausting BSAPE's internal complaints process, you may wish to seek advice from an independent body. Depending on the nature of your complaint, this may include:
- For data protection concerns: the Information Commissioner's Office (ICO) at www.ico.org.uk
- For consumer or contractual disputes: Citizens Advice or the Scottish Legal Aid Board (for legal matters governed by Scots law)
- For engineering regulatory concerns: the relevant statutory or industry regulator for the engineering sector involved