A Step-by-Step Guide to our Appeals Procedure

Appeal process

If you are not happy with a certificate or examination decision made by CATG, we have an appeals procedure.

We aim to resolve your appeal within a few days. You can appeal to CATG:

In person – visit CATG and speak to one of our staff.  We are open from 9am to 5pm Monday to Friday

In writing – address your letter to The Managing Director at CATG, 29a Princes Crescent, Morecambe, Lancashire, LA4 6BY

By telephone – call 0044 (0) 1524 400632 or 0044 (0) 07941 536543

By e mail – visit our website at www.catg.co.uk and address your complaint to The Managing Director

They will telephone you or visit your site to discuss your appeal.

We will aim to resolve most complaints within a few days.

On receipt of your appeal, we will confirm whether the appeal relates to CATG.

We will log your appeal and acknowledge it and confirm all details you are unhappy with.

We will contact you regularly until your appeal has been resolved.

However, if we have not been able to resolve your appeal within one week, we will call and write to tell you:

Why we have not yet received your complaints

Who is dealing with your complaint and their details

When we will contact you again

If together we cannot reach an agreement, we will send you:

A letter giving our reasons for the delay and an indication of when we expect to provide a resolution, or

Refer your appeal to our Board of Governors.  They will issue the CATG final response letter, which will explain our position

A letter shall be dispatched within 24 hours to you acknowledging receipt of the appeal and confirming your right to present your case in person to our Board of Governors.

You will be informed of the date when your appeal is to be heard and the composition of our Board of Governors.

You have the right to state objections to the composition of our Board of Governors.  Your reasons for objection will be considered by our Board of Governors who will decide whether or not it is appropriate to amend the composition accordingly.

Our Board of Governors will consider the nature of your appeal from your written report.  Where necessary, our Board of Governors will request the presence of the relevant auditor during all or part of the meeting.  The reports shall be studied and a recommendation from our Board of Governors made accordingly.  The meeting will be minuted.