DSI 001 ยท Governance
Complaints and appeals
Anyone can raise a concern about a DSI 001 result, the conduct of an assessor, the use of the marks, or the scheme itself. An organisation that has been assessed, or an organisation seeking authorisation, can also appeal a decision. This page sets out both routes.
Complaints
A complaint is a concern that something has not been done in accordance with the standard or the scheme. It can be raised by anyone, including a reliance party, an assessed organisation, or a member of the public.
How to raise a complaint. Email enquiries@decision-standards-institute.org with the subject "Complaint". Describe what the complaint concerns, identify the result, assessor or page involved if you can, and tell us what outcome you are seeking.
How a complaint is handled. We acknowledge a complaint within five business days. We then assess it and aim to provide a substantive response within thirty business days; where a complaint is complex we will tell you if more time is needed and why. A complaint is handled by someone who was not involved in the matter complained about, so that the review is impartial.
Appeals
An appeal is a request to reconsider a decision. Two decisions are appealable: a DSI 001 result, which may be appealed by the organisation assessed, and a recognition decision, which may be appealed by the organisation seeking or holding recognition.
How to appeal. Email enquiries@decision-standards-institute.org with the subject "Appeal", within twenty business days of the decision. Identify the decision and set out the grounds, that is, why you consider the decision was not reached in accordance with the methodology or the scheme.
How an appeal is handled. An appeal is decided by a person, or panel, that was not involved in the original decision. The reviewer may confirm, vary or set aside the decision, or refer it back for reassessment. We acknowledge an appeal within five business days and aim to decide it within thirty business days.
Impartial handling and records
Complaints and appeals are handled impartially. The person who decides a complaint or appeal is independent of the matter under review. We keep a record of complaints and appeals and their outcomes, and use them to improve the scheme.
If you have raised a complaint and are not satisfied with how it was handled, tell us, and we will review the handling. Nothing in this process affects any right you have under the law.