Legal

Complaints Procedure

NAS is committed to handling all complaints fairly and transparently.

Formal complaints relating to NAS certification activities should be submitted to BuiltRight Technologies Ltd as the scheme operator.

Who Can Complain

Any person or organisation may raise a complaint regarding NAS certification activities, including applicants, certified organisations, and members of the public.

What You Can Complain About

  • The conduct of an NAS assessment
  • A certification decision you believe was unfair or incorrect
  • The behaviour or conduct of NAS personnel or assessors
  • The administration of the NAS certification scheme

How to Submit a Complaint

Submit your complaint in writing to:

BuiltRight Technologies Ltd — NAS Scheme Operator

Email: support@nas-certification.co.uk

Subject line: NAS Complaint — [your organisation name]

Please include:

  • Your name and contact details
  • The nature of your complaint in full
  • Any relevant dates, reference numbers, or documentation
  • The outcome you are seeking

Timescales

  • Acknowledgement: Within 5 working days of receipt
  • Initial response: Within 20 working days
  • Full investigation: Within 40 working days for complex complaints

Escalation

If you are not satisfied with the outcome of your complaint, you may request a review by a senior member of the NAS governance team. Details will be provided in our initial response.

National Assurance Standard (NAS) is operated by BuiltRight Technologies Ltd.