Complaint and Appeal Procedure

You can submit either complaints (i.e., criticism of behavior, communication, or procedures) or appeals (i.e., request for review of a formal decision, e.g., rejection/negative assessment/withdrawal) to IBU Verify GmbH.

Upon receipt, we will document your concern in writing and send you a confirmation of receipt by email with information on validity and the further process.

Your concern will be reviewed professionally. The decision/assessment and approval are made impartially: complaints and appeals are decided, assessed, and approved by persons who were not involved in the relevant decision/assessment that is the subject of your appeal or complaint.

You will receive a written statement on the result and – if applicable – information on corrective measures or changes/revisions to the service.

If no agreement is reached, the program owner (PE) can be involved as an escalation instance for complaints.

You can submit complaints and appeals at any time. Click here to open the complaint form.