Terms and Conditions for CIBSE Certification certified registrants and organisations
Policies & Procedures
CIBSE Certification is committed to impartiality, transparency, and maintaining the highest standards in certification.
This section outlines our key policies and processes, including how we handle complaints, appeals, and data protection — so you know what to expect at every stage of your certification journey.
Our commitment
On 25 May 2018 the Data Protection Act 1998 was superseded by the General Data Protection Regulation (GDPR). CIBSE Certification Ltd want to assure you that we are committed to protecting your privacy, and take our responsibility regarding the security of your personal data very seriously. This policy explains how we use any personal information that we collect about you and how you can instruct us regarding the processing of your data and procedures that we have in place to safeguard your privacy.
Principles underlying our commitment
We hold your details as required by the various Scheme or Standards requirements for the certification that we provide. We generally only contact you in connection with the ongoing maintenance of your certification through a monthly newsletter, however from time to time we will also use this newsletter to notify you of other certification services that we develop. We would like to think that this information is of use to you.
We do not sell your personal data or pass on any details to 3rd parties, including related parties.
Managing your privacy
We process your data on the basis of the contract that we hold with you. You are free to unsubscribe from our communications but due to the mandatory nature of the maintenance requirements of certification this will make it impossible for us to provide you with the necessary information required to maintain your certification.
We will of course continue to contact you by telephone or e-mail in response to specific questions or requests for information. If you wish to unsubscribe from any form of communication, please email epc@cibsecertification.org and advise us accordingly.
Responsibility and implementation
Responsibility for the compliance with this policy lies with CIBSE CEO, Ruth Carter.
Review and update
This policy will be reviewed and updated where appropriate in accordance with prevailing legislation.
Download a copy of CIBSE Certification Ltd's GDPR Policy Statement
CIBSE Certification Data Sharing Policy for EPBR Schemes
CIBSE Certification Data Sharing policy for EPBR Schemes and Data Sharing Declaration form
Download policy
Download declaration form
The procedure below applies to all disputes and complaints relating to the activities of CIBSE Certification Ltd, or regarding the activities of any person or company certified by CIBSE Certification Ltd.
All disputes and complaints are investigated to ensure that the certification schemes are operating properly and that clients are receiving the appropriate level of service.
Definitions
Disputes
Minor disagreements or misunderstandings that are usually easily remedied by verbal (or short written e.g. email) communication and that cause the minimum of disruption. Disputes may not require investigation, corrective or preventive action.
Complaints
There are more serious events that require investigation and the maintenance of records.
Principles
Complaints shall be dealt with in a manner that is transparent, impartial, constructive and timely.
A person that is not directly the subject of the complaint received shall investigate complaints and review and approve all proposed communications to the complainant and the subject of the complaint.
Validation
All complaints will be validated to determine that they are related to the certification services offered by CIBSE Certification Ltd. Validation shall include gathering, recording and verifying all necessary information to validate the complaint.
Note: MHCLG certification schemes only: Vexatious complainants may be refused access to the complaints procedure (refer to MHCLG Scheme Operating Requirements (SORs)) for details.
Where the complaint involves activity undertaken by a sub-contract organisation the form and relevant correspondence will be forwarded to that organisation for investigation and response. In any case a copy of all complaints information is held by CIBSE Certification Ltd.
The cost of investigating complaints will be passed on to the party complained about if it is upheld, but will be borne by the complainant if the complaint is not upheld at the discretion of the Head of Certification.
The complainant will be advised by letter or email acknowledging receipt of the complaint and that the matter is under investigation.
Complainants will not be deprived of their legal rights by participating in the customer complaints process.
Timescale
Under normal circumstances the following timescales shall be met:
- All complaints shall be acknowledged within 24 working hours of its receipt
- All complaints shall be responded to in full within 7 working days
Where these timescales cannot be met the complainant will be advised and thereafter kept informed of progress thereafter at suitable intervals, but in any case not more than 7 working days apart.
A copy of the CIBSE Certification Complaints procedure can be downloaded here.
Please ensure that you make all complaints in writing and send them to epc@cibsecertification.org
An appeal is initiated when all other avenues to resolve a problem have been exhausted.
Appeals may be lodged when an individual or organisation appeals against a decision made by CIBSE Certification to:
- Refuse initial certification or registration
- Revoke certification or registration
- Reduce the scope of certification or registration
- Refuse to renew the certification or registration
- Refuse to extend the scope of certification or registration
- As the result into the investigation of a complaint either against CIBSE Certification or a CIBSE Certification registrant.
A copy of the Appeals procedure can be downloaded here.
Questions about our policies and procedures?
If you need clarification or wish to speak with our Certification team, please get in touch.