Transparency
Complaints and appeals
Request a review of a decision: procedure, commitments and form.
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- Complaints and appeals
Do you dispute an ILAAPE decision or want to report a problem? Here is how to request a review, what happens next, and the form to use.
Who can file
- Any person or organisation that submitted an application (membership, programme validation, partnership, approval).
- Any holder of a document issued by ILAAPE or any accredited organisation.
- Any person directly concerned by an ILAAPE decision or service.
Grounds
Request for review of a decision
Rejection of an application, suspension, withdrawal or any other decision concerning you.
Complaint about the handling of a file
Delay, no reply, error in your information, difficulty accessing your space.
Issued document or verification
Error on a document, disputed verification result, report of a suspicious document.
Other complaint
Any other situation related to ILAAPE's activities.
Procedure
Fill in the form below, giving if possible the file, document or accreditation number concerned, and attach any useful evidence.
A complaint number (REC-…) is assigned immediately and confirmed by e-mail.
ILAAPE checks that the complaint is complete and may ask you for additional information.
The file is reviewed by a person who did not take the original decision, based on the original file and any new evidence.
You receive a written, reasoned reply: decision upheld, decision changed or complaint resolved.
If you still disagree after the reply, you can send new evidence by replying to the closing e-mail. You also retain the rights and remedies provided by applicable law.
Commitments
- Every complaint is recorded, numbered and followed up until it is closed.
- The person who took the disputed decision cannot rule on the complaint (automatic block when the file is identified).
- Every closure comes with a written, reasoned reply.
- The information and documents provided remain confidential and are stored in a protected area.
- Filing a complaint has no adverse effect on your other applications.
Timeframes
| Deadline for filing a complaint | 2 to 7 days |
|---|---|
| Acknowledgement of a complaint | Immediate (automatic e-mail) |
| Reply to a complaint | 2 to 5 days |