Complaints and appeals

Complaining about an accredited course

If a course you attended did not match its register record — a different trainer, different modules, a shorter duration, a different venue — tell us. This is the single most useful thing anyone can do to keep the register honest.

Write to compliance@adrigcertification.org with the certificate number, the dates you attended and what differed. We acknowledge within three working days and aim to conclude an investigation within 30 working days.

Where a complaint is upheld, the outcome may be a corrective action plan, a re-assessment, or withdrawal of the certificate. Withdrawals are published on the register.

What we cannot do

ADRIG is not a party to your contract with a training provider. We cannot compel a refund, award compensation, or issue you a qualification. What we can do is investigate whether the accreditation should stand — which is often the leverage a learner needs.

You should also raise the matter through the provider's own complaints procedure, which every accredited partner is required to publish before enrolment.

Complaining about ADRIG

If you are unhappy with how we handled an assessment, an enquiry or an investigation, write to registrar@adrigcertification.org marked "Service complaint". The registrar responds within ten working days. If you remain dissatisfied, the complaint is escalated to the independent chair of the Accreditation Council.

Appealing an assessment decision

A partner may appeal a decline, a change request or a withdrawal within 30 calendar days. Appeals go to appeals@adrigcertification.org and must state which clause of the standard is disputed and why.

Appeals are heard by the Accreditation Council. No member of the assessing team takes part. The council may uphold the original decision, substitute its own decision, or send the file back for reassessment by a different assessor. There is no fee, and appealing does not affect any other certificate the partner holds.

Reporting a false accreditation claim

If an organisation claims ADRIG accreditation and no matching certificate appears on the register, report it to compliance@adrigcertification.org. Misrepresenting accreditation is investigated whether or not the organisation has ever been a partner, and confirmed cases are published.