Complaints & Feedback System
Commitment to Integrity & Improvement
At the International Management Assessment Board (IMAB), we maintain the highest standards of transparency, integrity, and operational excellence. Feedback and complaints are vital to maintaining trust across our global network of accredited entities and stakeholders.
We provide a structured, impartial, and confidential mechanism to handle complaints and feedback regarding:
- IMAB’s Internal Operations: Services, staff, or assessment procedures.
- Accredited Conformity Assessment Bodies (CABs): Concerns regarding the conduct, auditing, or decisions of an IMAB-accredited certification, inspection, or testing body.
1. Submitting Feedback
We welcome constructive feedback, suggestions, and commendations to help us continuously refine our processes and accreditation schemes.
- How to Submit: Feedback can be submitted anytime via email at info@imabaccreditation.us or through our official online contact portal.
- Review Process: All general feedback is logged by our Quality Management Team, reviewed during periodic management assessments, and used to drive continuous improvement.
2. Complaint Handling Policy
Scope of Complaints
IMAB accepts complaints regarding:
- Alleged non-compliance by an IMAB-accredited body with relevant accreditation criteria or international standards (e.g., ISO guidelines).
- Misuse of the IMAB accreditation mark or misleading claims of accreditation status.
- Service quality, professional conduct, or administrative procedures of IMAB staff and assessors.
Note: Complaints against a certified client of an IMAB-accredited certification body must first be submitted directly to that accredited body. IMAB will only intervene if the accredited body fails to resolve the matter adequately or in accordance with its own procedures.
3. Step-by-Step Complaint Process
1.Step 1: Submission:Ensure all supporting evidence is attached.
Submit your formal complaint in writing to info@imab.org.uk. The submission must include:
- Full contact details of the complainant (anonymous complaints are reviewed at IMAB’s discretion).
- Specific details of the issue, including dates, relevant entities, and standard requirements breached.
- Objective evidence supporting the claim (e.g., certificates, audit reports, correspondence).
2.Step 2: Acknowledgement & Initial Review:Completed within 5 business days.
IMAB logs the complaint and sends a formal receipt. The Quality Manager conducts an initial screening to verify:
- Whether the complaint falls within IMAB’s operational scope.
- Whether sufficient objective evidence has been provided.
3.Step 3: Investigation:Handled by independent personnel.
An independent evaluator or committee—free from any conflict of interest related to the subject matter—is assigned to investigate the claim. The investigation may involve:
- Requesting formal responses from the accredited body or party involved.
- Reviewing audit documentation, procedures, and technical evidence.
- Conducting special or unannounced surveillance audits if deemed necessary.
4.Step 4: Resolution & Reporting:Targeted completion within 30 days.
Upon completing the investigation, IMAB formulates a decision and corrective action plan. A formal written response outlining the outcome and findings is provided to the complainant, while respecting necessary commercial confidentiality.
Key Operating Principles
| Principle | Description |
| Impartiality | Investigations are conducted by personnel who were not involved in the original assessment or decision-making related to the complaint. |
| Confidentiality | All information gathered during the complaint process is treated as strictly confidential, unless disclosure is legally required. |
| Non-Discrimination | Submitting a complaint will not result in any discriminatory or retaliatory actions against the complainant. |