Menu

Integrity / Complaints

When something goes wrong.

Anyone can raise a concern about a certified business. Here's exactly what happens next, and how long it takes.

Report a concern

From report to decision.

  1. Received

    Acknowledged within two business days, with a case reference.

  2. Triage

    Within ten business days: is it credible, and is it covered by the standard?

  3. Investigation

    Evidence gathered, creators contacted, the business asked to respond within 14 days.

  4. Outcome

    No breach, a corrective action plan, suspension or revocation.

  5. Appeal

    Within 30 days, to a reviewer who took no part.

Our target is to close most investigations within 45 days. Complex cases can take longer; we tell both sides when that happens.

Outcomes.

Proportionate, published when they change a status, and always appealable.

No breach found

The case is closed and both sides are told. Nothing is published.

Corrective action

A minor gap the business must fix within a set time, usually 30 days, and prove with evidence. The status stays Active while it's on track.

Suspended

While we investigate a credible complaint about a required criterion, or when a business misses an obligation. Immediate if there's a risk of serious harm, such as a locked account, withheld pay or any concern about age or consent. Published with the date and the criterion number. Not a finding of wrongdoing.

Revoked

When an investigation confirms a required criterion was not met and wasn't fixed, or for retaliation, falsified evidence or misuse of the badge. Published only after the business has had 14 days to respond and any appeal is decided. Cites the criterion number only.

Reinstatement

A suspended business returns to Active when the issue is resolved and verified. A revoked business may reapply after 12 months, with a full audit.

If you report

  • You can stay anonymous. If you leave contact details, we use them only for your case
  • We never tell the business who reported, unless you agree
  • Retaliating against anyone who contacts us is grounds for revocation
  • You'll hear the outcome if you leave a way to reach you

What we can and can't do

  • We can suspend or revoke an Above Board certification
  • We record concerns about businesses that aren't certified, and they count if those businesses ever apply
  • We can't recover money or accounts, or act as your lawyer
  • We're not the police or a regulator. If you're in danger, contact emergency services first

Complaints about Above Board

If your concern is about us, an auditor or a decision, write to hello@aboveboardstandard.com with "Integrity" in the subject. It's handled separately from certification and answered in writing within 30 days. Businesses can appeal any decision within 30 days.