Complaints and Appeals

Effective date: 29 August 2026. This policy explains how Assurevance handles complaints and appeals.

1. Complaints

A complaint is an expression of dissatisfaction about the Services, a process, conduct, or a credential holder. Send it to with your name, contact details, relevant dates, a description, and supporting material. We will acknowledge receipt within five business days and aim to respond within 30 days, or explain a revised timetable.

2. Appeals

An appeal is a request to reconsider an application, credential, suspension, revocation, or other programme decision. Submit it to within 30 days of notice of the decision, explaining the grounds and providing evidence. Payment, disagreement alone, or a request to change programme requirements is not by itself a ground of appeal.

3. Fair handling

We will record the matter, investigate proportionately, and seek an impartial reviewer who was not involved in the original decision where reasonably possible. We may request additional information. We will communicate the outcome and reasons in writing, subject to confidentiality and legal limits.

4. Confidentiality and escalation

We handle complaints and appeals confidentially as far as practicable, but may share information with those who need it to investigate, decide, or comply with law. This process does not limit statutory rights or access to a relevant regulator, consumer body, or court.

5. Accessibility

Tell us about a reasonable adjustment or accessible format requirement when submitting a matter. We will consider requests in line with applicable law and our Accessibility Statement.