{"id":1589,"date":"2023-04-26T13:22:47","date_gmt":"2023-04-26T12:22:47","guid":{"rendered":"https:\/\/www.bcta.group\/sitma\/?page_id=1589"},"modified":"2024-07-31T11:36:14","modified_gmt":"2024-07-31T10:36:14","slug":"sitma-complaints-appeals","status":"publish","type":"page","link":"https:\/\/www.bcta.group\/sitma\/sitma-complaints-appeals\/","title":{"rendered":"SITMA Complaints and Appeals"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"1589\" class=\"elementor elementor-1589\" data-elementor-settings=\"{&quot;ha_cmc_init_switcher&quot;:&quot;no&quot;}\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-dba349a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"dba349a\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-30b49c8\" data-id=\"30b49c8\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bc1b82d elementor-widget elementor-widget-heading\" data-id=\"bc1b82d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">SITMA Complaints and Appeals<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t<div class=\"elementor-element elementor-element-d0692eb e-flex e-con-boxed e-con e-parent\" data-id=\"d0692eb\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b838e6c elementor-widget elementor-widget-text-editor\" data-id=\"b838e6c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The purpose of this page defines the process to be followed in the event that a complaint or appeal is received from an applicant, candidate, certified person, or another party regarding a certified person, or a decision directly relation to the certification process (Certification Complaint).<\/p><p>Those who wish to make complaints made directly to SITMA regarding its operations, for which the appears process is not pertinent (Operation Complaints)<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2241d09 elementor-widget elementor-widget-text-editor\" data-id=\"2241d09\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Terms and Definitions<\/strong><\/p><p><strong>Complainant &#8211;\u00a0<\/strong>the person or company that raises the complaint with SITMA. A complainant may act on behalf of another individual or company.<\/p><p><strong>Certification Complaint &#8211;\u00a0<\/strong>an expression of dissatisfaction, other than appeal, by any individual or organisation to SITMA, relating to the activities of that body or a certified person where a response is expected.<\/p><p><strong>Operation Complaint &#8211;\u00a0<\/strong>an expression or dissatisfaction made to SITMA, related to its services, procedures, policies, support, technology, employees or overall operations, where a response is expectation.\u00a0<\/p><p><strong>Appeal<\/strong><strong> &#8211;\u00a0<\/strong>a request by an applicant, candidate, or certified person for reconsideration of any decision made by SITMA related to their desired certification status.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-21856fe e-flex e-con-boxed e-con e-parent\" data-id=\"21856fe\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4a9f2c2 elementor-widget elementor-widget-heading\" data-id=\"4a9f2c2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Complaints and Appeals<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7963b61 elementor-widget elementor-widget-text-editor\" data-id=\"7963b61\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><u>Formally Raising a Complaint or an Appeal<\/u><\/p><p>The following guidelines are to be followed when raising either a complaint (certification or operation) or an appeal:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-29231ab elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"29231ab\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"icon icon-warning\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">By submitting a complaint or an appeal the complainant is confirming that the information presented is accurate and factual<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"icon icon-warning\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Complainants who have presented false statements will see their complaint or appeal ended<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"icon icon-warning\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Any unsubstantiated elements - not supported with genuine evidence - of a complaint or an appeal (hearsay, rumours, unproved accusations, etc) will not be considered in any complaint or appeal<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"icon icon-warning\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Complaints made anonymously will be investigated but anonymity may prevent any investigation from being conducted to the fullest extent possible<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"icon icon-warning\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">During an investigation, the complaint may need to be disclosed to the individual being accused so that they have fair recourse to respond to it<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"icon icon-warning\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">SITMA will take appropriate measure to ensure that any documents resulting from the implementation of this policy shall be and remain confidential except as required by law, or as necessary to fully investigate a complaint and appeal.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9a04259 e-flex e-con-boxed e-con e-parent\" data-id=\"9a04259\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3e3067b elementor-widget elementor-widget-heading\" data-id=\"3e3067b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Certification Complaint<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-31a8d04 elementor-widget elementor-widget-text-editor\" data-id=\"31a8d04\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"text-decoration: underline;\">Process Overview<\/span><\/p><p>All complaints relating to a SITMA certified person, or the certification\/assessment process are managed by the Scheme Manager, or a designated employee assigned by them. The designated SITMA employee should not have been part of the certification\/assessment process of which the complaint is being raised against.<\/p><p>In case where the complainant is not satisfied with the review and decision made regarding the complaint, they may consider raising an appeal.<\/p><p>All appeals are managed by the SITMA Chairman, or a designated employee assigned by them. The appeals process is described within section 5 of this document.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-029b728 e-flex e-con-boxed e-con e-parent\" data-id=\"029b728\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-34eaa22 elementor-widget elementor-widget-text-editor\" data-id=\"34eaa22\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"text-decoration: underline;\">Re-evaluation<\/span><\/p><p>Where an applicant, candidate, or certified person disagrees with a decision made by SITMA regarding their certification, or the assessment process, they must declare in writing the reasons for the disagreement to SITMA and ask for a re-evaluation.<\/p><p>This request must be made within 30 days of the issuance of SITMA&#8217;s initial decision. Re-evaluation requests received after 30 days will not be reviewed.<\/p><p>Requests for re-evaluation are not considered by SITMA to be complaints.<\/p><p>Where applicants, candidates or certified persons still disagree with the findings of a re-evaluation decision from SITMA, they should submit a formal certification complaint in writing to SITMA.<\/p><p>The complaint must be made within 30 days from the issuance of the re-evaluated decision. Complaints relating to re-evaluations received after 3o days will not be reviewed.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-97afdad e-flex e-con-boxed e-con e-parent\" data-id=\"97afdad\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0d9dfaa elementor-widget elementor-widget-text-editor\" data-id=\"0d9dfaa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"text-decoration: underline;\">Certification Complaints<\/span><\/p><p>Certification complaints\/assessment complaints should include personal information (full name, address, contact details) of the complainant, and the complainant&#8217;s person opinion about the assessment\/decision, the reasons for disagreement with the decision reached during the initial decision re-evaluation, as well as the outcome being sought. SITMA will issue an acknowledgement of the complaint within 5 working days (where practicable).<\/p><p>As previously referenced, certification complaints will be managed by the Scheme Manager, or a designated SITMA employee assigned by them. The designated employee should not have been part of the certification \/ assessment process of which the complaint is being raised against. The complaint manager should consider the complainant\u2019s explanation and evidence and provide a written response.<\/p><p>The complaint manager should issue their response within 90 days (where practicable). This response timeframe takes into account the complexity of the case in situations where the case involves multiple parties and necessitates a more comprehensive investigation.<\/p><p>If the complainant agrees with the outcome at this stage, the complaint process does not need to proceed further.<\/p><p>If the complainant is not satisfied with the outcome, then they may choose to file an appeal. This should be made within 30 days of the issuance of the SITMA\u2019s formal decision.<\/p><p>If required, SITMA will take appropriate corrective actions which will be logged in accordance with \u2018CAS001 \u2013 Corrective Actions Policy\u2019.<\/p><p>All certification complaints, including actions taken will be tracked and recorded within SITMA&#8217;s QMS.<\/p><p><em>Note: The submission, investigation, and the decision on certification complaints will not result in any discriminatory actions against the complainant.<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-dba8b37 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"dba8b37\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-461558c\" data-id=\"461558c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-da79326 elementor-widget elementor-widget-heading\" data-id=\"da79326\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Timescale<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c9c3056 elementor-widget elementor-widget-ha-horizontal-timeline happy-addon ha-horizontal-timeline\" data-id=\"c9c3056\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;animation_speed&quot;:800,&quot;loop&quot;:&quot;yes&quot;,&quot;slides_to_show&quot;:3,&quot;slides_to_show_tablet&quot;:3,&quot;slides_to_show_mobile&quot;:2}\" data-widget_type=\"ha-horizontal-timeline.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-wrapper ha-carousel\">\n\n\t\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-block elementor-repeater-item-0238ff7\">\n\t\t\t\t\t<div class=\"ha-horizontal-timeline-icon-box\">\n\n\t\t\t\t\t\t<span class=\"ha-horizontal-timeline-date\">Day 0<\/span>\n\n\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-top-inner\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-icon\">\n\t\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-calendar-alt\"><\/i>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-tree\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div class=\"ha-horizontal-timeline-content\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-arrow\"><\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-inner\">\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<h2 class=\"ha-horizontal-timeline-title\">Complaint Made<\/h2>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-description\"><p>This is the day the complaint was received by SITMA<\/p><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-block elementor-repeater-item-572ab53\">\n\t\t\t\t\t<div class=\"ha-horizontal-timeline-icon-box\">\n\n\t\t\t\t\t\t<span class=\"ha-horizontal-timeline-date\">Day 5<\/span>\n\n\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-top-inner\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-icon\">\n\t\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-calendar-alt\"><\/i>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-tree\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div class=\"ha-horizontal-timeline-content\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-arrow\"><\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-inner\">\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<h2 class=\"ha-horizontal-timeline-title\">Complaint Recognised<\/h2>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-description\"><p>Complaints will be recognised and a response with your complaint number issued in 5 working days<\/p><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-block elementor-repeater-item-179d508\">\n\t\t\t\t\t<div class=\"ha-horizontal-timeline-icon-box\">\n\n\t\t\t\t\t\t<span class=\"ha-horizontal-timeline-date\">Within 90 Days<\/span>\n\n\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-top-inner\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-icon\">\n\t\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-calendar-alt\"><\/i>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-tree\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t<div class=\"ha-horizontal-timeline-content\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-arrow\"><\/div>\n\t\t\t\t\t\t\n\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-inner\">\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<h2 class=\"ha-horizontal-timeline-title\">Final Response<\/h2>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<div class=\"ha-horizontal-timeline-description\"><p>The complaint will be investigated with a final response issued with 90 days.<\/p><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\n\t\t\t\n\t\t<\/div>\n\n\t\t\t\t\t<button type=\"button\" class=\"slick-prev\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-left\" viewBox=\"0 0 320 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M34.52 239.03L228.87 44.69c9.37-9.37 24.57-9.37 33.94 0l22.67 22.67c9.36 9.36 9.37 24.52.04 33.9L131.49 256l154.02 154.75c9.34 9.38 9.32 24.54-.04 33.9l-22.67 22.67c-9.37 9.37-24.57 9.37-33.94 0L34.52 272.97c-9.37-9.37-9.37-24.57 0-33.94z\"><\/path><\/svg><\/button>\n\t\t\n\t\t\t\t\t<button type=\"button\" class=\"slick-next\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-right\" viewBox=\"0 0 320 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M285.476 272.971L91.132 467.314c-9.373 9.373-24.569 9.373-33.941 0l-22.667-22.667c-9.357-9.357-9.375-24.522-.04-33.901L188.505 256 34.484 101.255c-9.335-9.379-9.317-24.544.04-33.901l22.667-22.667c9.373-9.373 24.569-9.373 33.941 0L285.475 239.03c9.373 9.372 9.373 24.568.001 33.941z\"><\/path><\/svg><\/button>\n\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t<div class=\"elementor-element elementor-element-4c0733a e-grid e-con-boxed e-con e-parent\" data-id=\"4c0733a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d9ccd64 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"d9ccd64\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"text-decoration: underline;\">Raising a Certification Complaint<\/span><\/p><p>Complaints should be reported to the Scheme Manager either by contacting us with the methods across.<\/p><p>Complaints should include the following information:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ec76407 elementor-widget elementor-widget-ucaddon_card_carousel\" data-id=\"ec76407\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"ucaddon_card_carousel.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<!-- start Card Carousel -->\n\t\t<link id='font-awesome-css' href='https:\/\/www.bcta.group\/sitma\/wp-content\/plugins\/unlimited-elements-for-elementor\/assets_libraries\/font-awesome6\/fontawesome-all.min.css' type='text\/css' rel='stylesheet' >\n\t\t<link id='font-awesome-4-shim-css' href='https:\/\/www.bcta.group\/sitma\/wp-content\/plugins\/unlimited-elements-for-elementor\/assets_libraries\/font-awesome6\/fontawesome-v4-shims.min.css' type='text\/css' rel='stylesheet' >\n\t\t<link id='owl-carousel-css' href='https:\/\/www.bcta.group\/sitma\/wp-content\/plugins\/unlimited-elements-for-elementor\/assets_libraries\/owl-carousel-new\/assets\/owl.carousel.css' type='text\/css' rel='stylesheet' >\n\n<style>\/* widget: Card Carousel *\/\n\n#uc_card_carousel_elementor_ec76407-wrapper\n{\n  min-height:1px;\n}\n#uc_card_carousel_elementor_ec76407 *{\n\t-webkit-box-sizing: border-box;\n\t-moz-box-sizing: border-box;\n\tbox-sizing: border-box;\n}\n\n#uc_card_carousel_elementor_ec76407 .ue-carousel-item\n{\n  overflow:hidden;\n  transition:0.3s;\n}\n\n#uc_card_carousel_elementor_ec76407 .uc_classic_carousel_container_holder\n{\n\tdisplay:block;\n\tposition:relative;\n\twidth:100%;\n    box-sizing: border-box;\n}\n#uc_card_carousel_elementor_ec76407 .uc_classic_carousel_placeholder{\n   position:relative;\n}\n\n#uc_card_carousel_elementor_ec76407 .uc_classic_carousel_placeholder img, #uc_card_carousel_elementor_ec76407 .ue_card_carousel_image_overlay\n{\n  transition: all 300ms;\n}\n\n.card_carousel_title\n{\n\tfont-size:21px;\n}\n\n.uc_classic_carousel .uc_classic_carousel_border\n{\n\tdisplay:block;\n    margin:0 auto;\n}\n\n.uc_classic_carousel  .uc_classic_carousel_placeholder img\n{\n\twidth:100%;\n    \n    display:inline-flex;\n}\n.uc_classic_carousel .uc_classic_carousel_content\n{\n  display: flex;\n flex-flow: column nowrap;\n}\n\n.uc_classic_carousel .ue_button\n{\n  margin-top:auto;\n\n}\n\n.uc_classic_carousel .uc_classic_carousel_content .uc_more_btn {\n\tdisplay:inline-block;\n\ttext-decoration:none;\n\ttransition: all 0.5s ease;\n}\n\n\n#uc_card_carousel_elementor_ec76407 .owl-dots {\noverflow:hidden;\ntext-align:center;\n}\n\n#uc_card_carousel_elementor_ec76407 .owl-dot {\nborder-radius:50%;\ndisplay:inline-block;\n}\n\n#uc_card_carousel_elementor_ec76407 .owl-nav .owl-prev{\n    position:absolute;\n    display:inline-block;\n    text-align:center;\n}\n#uc_card_carousel_elementor_ec76407 .owl-nav .owl-next{\n  position:absolute;\n  display:inline-block;\n  text-align:center;\n}\n\n#uc_card_carousel_elementor_ec76407 .owl-nav .disabled\n{\n    display: none;  \n}\n\n\n#uc_card_carousel_elementor_ec76407 .ue-item-icon\n{\n  line-height:1em;\n  display:inline-flex;\n  justify-content:center;\n  align-items:center;\n  \n}\n\n#uc_card_carousel_elementor_ec76407 .ue-item-icon svg\n{\n  height:1em;\n  width:1em;\n}\n\n#uc_card_carousel_elementor_ec76407 .ue-item-icon-wrapper\n{\n  display:flex;\n}\n\n#uc_card_carousel_elementor_ec76407 .uc_classic_carousel_container_holder {\n\t max-width: ;\n}\n\n\n\n@media screen and (max-width: 1024px) {\n  #uc_card_carousel_elementor_ec76407 .uc_classic_carousel_container_holder {\n\t max-width: ;\n  }\n}\n\n@media screen and (max-width: 767px) {\n  #uc_card_carousel_elementor_ec76407 .uc_classic_carousel_container_holder {\n    max-width: ;\n  }\n}\n\n<\/style>\n\n<div class=\"uc_classic_carousel\" id=\"uc_card_carousel_elementor_ec76407-wrapper\">\n        <div class=\"uc_carousel owl-carousel uc-items-wrapper  \" id=\"uc_card_carousel_elementor_ec76407\"  >\n          \t<div class=\"uc_classic_carousel_container_holder ue-item elementor-repeater-item-3dd5b59\">\n  <div class=\"ue-carousel-item\">\n  <span class=\"uc_classic_carousel_border\" style=\"\"><\/span>    <div class=\"uc_classic_carousel_content\" style=\"direction:ltr;\">\n    \n    \n          <div class=\"ue-item-icon-wrapper\">\n         <div class=\"ue-item-icon\"><i class='icon icon-email1'><\/i><\/div>\n      <\/div>\n        \n          \t\n      <div  class=\"card_carousel_title\">Email<\/div>\n          \t\n    \n      \n    <p class=\"card_carousel_text\">manager@sitma.org.uk<\/p>    \n    \n    \t\n    \n    \n    \t\n  <\/div>\n  <\/div>\n<\/div>\n<div class=\"uc_classic_carousel_container_holder ue-item elementor-repeater-item-5edffce\">\n  <div class=\"ue-carousel-item\">\n  <span class=\"uc_classic_carousel_border\" style=\"\"><\/span>    <div class=\"uc_classic_carousel_content\" style=\"direction:ltr;\">\n    \n    \n          <div class=\"ue-item-icon-wrapper\">\n         <div class=\"ue-item-icon\"><i class='icon icon-mail'><\/i><\/div>\n      <\/div>\n        \n          \t\n      <div  class=\"card_carousel_title\">In Writing To:<\/div>\n          \t\n    \n      \n    <p class=\"card_carousel_text\">The Scheme Manager, SITMA, \nUnit 3 Tannery Road Industrial Estate, Tannery Road, High Wycombe, Buckinghamshire, HP13 7EQ<\/p>    \n    \n    \t\n    \n    \n    \t\n  <\/div>\n  <\/div>\n<\/div>\n\n      <\/div>\n<\/div>\n<!-- end Card Carousel -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b1914f0 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"b1914f0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Complainant Name<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Address of the complainant<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Contact Details (Telephone &amp; Email)<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Availability for Feedback (preferred time to discuss feedback\/research the complaint further etc)<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Nature of the complaint<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f1214db e-flex e-con-boxed e-con e-parent\" data-id=\"f1214db\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-488bada elementor-widget elementor-widget-text-editor\" data-id=\"488bada\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>If the complaint is concerning another scheme member, the following additional information is also required:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e5b0c4 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"4e5b0c4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">The SITMA membership number (if known) and\/or name of the member who carried out the works<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">The tasks and\/or test number if available<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">The date the test was undertaken<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5842b17 e-flex e-con-boxed e-con e-parent\" data-id=\"5842b17\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-499c4d6 elementor-widget elementor-widget-heading\" data-id=\"499c4d6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Appeals Process<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-58097d4 elementor-widget elementor-widget-text-editor\" data-id=\"58097d4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"text-decoration: underline;\">Procedure Overview<\/span><\/p><p>Where complainants disagree with SITMA\u2019s finding and decisions regarding the certification complaint, they then may proceed to the appeal stage, explaining the reasons for disagreement.<\/p><p>Appeals should be lodged made within 30 days of the issuance of the SITMA\u2019s formal decision.<\/p><p>The appeal should include the complainant\u2019s personal opinion about the assessment, the reasons for disagreement with the decision reached during the initial decision re-evaluation, as well as the outcome being sought. SITMA will issue an acknowledgement of the complaint within 5 working days (where practicable).<\/p><p>All appeals are managed by the SITMA Chairman, or a designated employee assigned by them. The designated SITMA employee should not have been part of the initial complaint or investigation.<\/p><p>There will be an advance fee lodged before an Appeal with a value commensurate with the financial risk assessed with the particular Appeal. Should this Appeal be successful, the advance fee will be returned. This is typically the cost of the time of the Independent as quoted.<\/p><p>The complainant may choose to object to the Independent, giving a clear reason as to why the objection has taken place.<\/p><p>Should the complainant and the Scheme not agree an Independent, SITMA will pass the complaint to the Government of the country that the complainant is complaining about. For instance, if the complaint is regarding an SITMA member in Scotland about work carried out in Scotland, SITMA will pass on details of the initial complaint, and details of SITMAs attempts to resolve the issue to the Scottish Government.<\/p><p>The appeal manager should issue their response within 90 days (where practicable). This response timeframe takes into account the complexity of the case in situations where the case involves multiple parties and necessitates a more comprehensive investigation.<\/p><p><em>Note: The submission, investigation, and the decision on appeals will not result in any discriminatory actions against the complainant.<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-eecd63d e-grid e-con-boxed e-con e-parent\" data-id=\"eecd63d\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6fe57fe elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"6fe57fe\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"text-decoration: underline;\">Raising a Certification Complaint<\/span><\/p><p>Appeals should be reported to the SITMA Chairman either by:<\/p><p>\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-865fa20 elementor-widget elementor-widget-ucaddon_card_carousel\" data-id=\"865fa20\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"ucaddon_card_carousel.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<!-- start Card Carousel -->\n\n<style>\/* widget: Card Carousel *\/\n\n#uc_card_carousel_elementor_865fa20-wrapper\n{\n  min-height:1px;\n}\n#uc_card_carousel_elementor_865fa20 *{\n\t-webkit-box-sizing: border-box;\n\t-moz-box-sizing: border-box;\n\tbox-sizing: border-box;\n}\n\n#uc_card_carousel_elementor_865fa20 .ue-carousel-item\n{\n  overflow:hidden;\n  transition:0.3s;\n}\n\n#uc_card_carousel_elementor_865fa20 .uc_classic_carousel_container_holder\n{\n\tdisplay:block;\n\tposition:relative;\n\twidth:100%;\n    box-sizing: border-box;\n}\n#uc_card_carousel_elementor_865fa20 .uc_classic_carousel_placeholder{\n   position:relative;\n}\n\n#uc_card_carousel_elementor_865fa20 .uc_classic_carousel_placeholder img, #uc_card_carousel_elementor_865fa20 .ue_card_carousel_image_overlay\n{\n  transition: all 300ms;\n}\n\n.card_carousel_title\n{\n\tfont-size:21px;\n}\n\n.uc_classic_carousel .uc_classic_carousel_border\n{\n\tdisplay:block;\n    margin:0 auto;\n}\n\n.uc_classic_carousel  .uc_classic_carousel_placeholder img\n{\n\twidth:100%;\n    \n    display:inline-flex;\n}\n.uc_classic_carousel .uc_classic_carousel_content\n{\n  display: flex;\n flex-flow: column nowrap;\n}\n\n.uc_classic_carousel .ue_button\n{\n  margin-top:auto;\n\n}\n\n.uc_classic_carousel .uc_classic_carousel_content .uc_more_btn {\n\tdisplay:inline-block;\n\ttext-decoration:none;\n\ttransition: all 0.5s ease;\n}\n\n\n#uc_card_carousel_elementor_865fa20 .owl-dots {\noverflow:hidden;\ntext-align:center;\n}\n\n#uc_card_carousel_elementor_865fa20 .owl-dot {\nborder-radius:50%;\ndisplay:inline-block;\n}\n\n#uc_card_carousel_elementor_865fa20 .owl-nav .owl-prev{\n    position:absolute;\n    display:inline-block;\n    text-align:center;\n}\n#uc_card_carousel_elementor_865fa20 .owl-nav .owl-next{\n  position:absolute;\n  display:inline-block;\n  text-align:center;\n}\n\n#uc_card_carousel_elementor_865fa20 .owl-nav .disabled\n{\n    display: none;  \n}\n\n\n#uc_card_carousel_elementor_865fa20 .ue-item-icon\n{\n  line-height:1em;\n  display:inline-flex;\n  justify-content:center;\n  align-items:center;\n  \n}\n\n#uc_card_carousel_elementor_865fa20 .ue-item-icon svg\n{\n  height:1em;\n  width:1em;\n}\n\n#uc_card_carousel_elementor_865fa20 .ue-item-icon-wrapper\n{\n  display:flex;\n}\n\n#uc_card_carousel_elementor_865fa20 .uc_classic_carousel_container_holder {\n\t max-width: ;\n}\n\n\n\n@media screen and (max-width: 1024px) {\n  #uc_card_carousel_elementor_865fa20 .uc_classic_carousel_container_holder {\n\t max-width: ;\n  }\n}\n\n@media screen and (max-width: 767px) {\n  #uc_card_carousel_elementor_865fa20 .uc_classic_carousel_container_holder {\n    max-width: ;\n  }\n}\n\n<\/style>\n\n<div class=\"uc_classic_carousel\" id=\"uc_card_carousel_elementor_865fa20-wrapper\">\n        <div class=\"uc_carousel owl-carousel uc-items-wrapper  \" id=\"uc_card_carousel_elementor_865fa20\"  >\n          \t<div class=\"uc_classic_carousel_container_holder ue-item elementor-repeater-item-3dd5b59\">\n  <div class=\"ue-carousel-item\">\n  <span class=\"uc_classic_carousel_border\" style=\"\"><\/span>    <div class=\"uc_classic_carousel_content\" style=\"direction:ltr;\">\n    \n    \n          <div class=\"ue-item-icon-wrapper\">\n         <div class=\"ue-item-icon\"><i class='icon icon-email1'><\/i><\/div>\n      <\/div>\n        \n          \t\n      <div  class=\"card_carousel_title\">Email<\/div>\n          \t\n    \n      \n    <p class=\"card_carousel_text\">chair@sitma.org.uk<\/p>    \n    \n    \t\n    \n    \n    \t\n  <\/div>\n  <\/div>\n<\/div>\n<div class=\"uc_classic_carousel_container_holder ue-item elementor-repeater-item-5edffce\">\n  <div class=\"ue-carousel-item\">\n  <span class=\"uc_classic_carousel_border\" style=\"\"><\/span>    <div class=\"uc_classic_carousel_content\" style=\"direction:ltr;\">\n    \n    \n          <div class=\"ue-item-icon-wrapper\">\n         <div class=\"ue-item-icon\"><i class='icon icon-mail'><\/i><\/div>\n      <\/div>\n        \n          \t\n      <div  class=\"card_carousel_title\">In Writing To:<\/div>\n          \t\n    \n      \n    <p class=\"card_carousel_text\">The Chairman of the Board of Directors, SITMA, \nUnit 3 Tannery Road Industrial Estate, Tannery Road, High Wycombe, Buckinghamshire, HP13 7EQ<\/p>    \n    \n    \t\n    \n    \n    \t\n  <\/div>\n  <\/div>\n<\/div>\n\n      <\/div>\n<\/div>\n<!-- end Card Carousel -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c3e4c98 e-flex e-con-boxed e-con e-parent\" data-id=\"c3e4c98\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-83aca74 elementor-widget elementor-widget-heading\" data-id=\"83aca74\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Operational Complaints<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-963167c elementor-widget elementor-widget-text-editor\" data-id=\"963167c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"text-decoration: underline;\">Process Overview<\/span><\/p><p>All complaints relating to a SITMAs operations, or it process\/ procedures are managed by the Scheme Manager, or a designated employee assigned by them. The designated SITMA employee should not have been part of the operational process or procedure of which the complaint is being raised against.<\/p><p>In cases where the complainant is not satisfied with the review and decision made regarding the complaint, they may consider raising an appeal.<\/p><p>All appeals are managed by the SITMA Chairman, or a designated employee assigned by them. The appeals process is described within section 5 of this document.<\/p><p><span style=\"text-decoration: underline;\">Operation Complaints<\/span><\/p><p>Operations complaints will be managed by the Scheme Manager, or a designated SITMA employee assigned by them. The designated SITMA employee should not have been part of the operational process or procedure of which the complaint is being raised against. The complaint manager should consider the complainant\u2019s explanation and evidence and provide a written response.<\/p><p>The complaint should include the complainant\u2019s personal opinion about the disagreement, including the reasons for, and outcome being sought. SITMA will issue an acknowledgement of the complaint within 5 working days (where practicable).<\/p><p>The complaint manager should issue their response within 90 days (where practicable). This response timeframe takes into account the complexity of the case in situations where the case involves multiple parties and necessitates a more comprehensive investigation.<\/p><p>If the complainant agrees with the outcome at this stage, the complaint process does not need to proceed further.<\/p><p>If the complainant is not satisfied with the outcome, then they may choose to file an appeal. This should be made within 30 days of the issuance of the SITMA\u2019s formal decision.<\/p><p>If required, SITMA will take appropriate corrective actions which will be logged in accordance with \u2018CAS001 \u2013 Corrective Actions Policy\u2019.<\/p><p>All certification complaints, including actions taken will be tracked and recorded within SITMAs QMS.<\/p><p><em>Note: The submission, investigation, and the decision on appeal will not result in any discriminatory actions against the complainant.<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d5472f3 e-grid e-con-boxed e-con e-parent\" data-id=\"d5472f3\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a67b295 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"a67b295\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"text-decoration: underline;\">Raising a Operations Complaint<\/span><\/p><p>Complaints should be reported to the Scheme Manager either by contacting us with the methods across.<\/p><p>Complaints should include the following information:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7fd8c01 elementor-widget elementor-widget-ucaddon_card_carousel\" data-id=\"7fd8c01\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"ucaddon_card_carousel.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<!-- start Card Carousel -->\n\n<style>\/* widget: Card Carousel *\/\n\n#uc_card_carousel_elementor_7fd8c01-wrapper\n{\n  min-height:1px;\n}\n#uc_card_carousel_elementor_7fd8c01 *{\n\t-webkit-box-sizing: border-box;\n\t-moz-box-sizing: border-box;\n\tbox-sizing: border-box;\n}\n\n#uc_card_carousel_elementor_7fd8c01 .ue-carousel-item\n{\n  overflow:hidden;\n  transition:0.3s;\n}\n\n#uc_card_carousel_elementor_7fd8c01 .uc_classic_carousel_container_holder\n{\n\tdisplay:block;\n\tposition:relative;\n\twidth:100%;\n    box-sizing: border-box;\n}\n#uc_card_carousel_elementor_7fd8c01 .uc_classic_carousel_placeholder{\n   position:relative;\n}\n\n#uc_card_carousel_elementor_7fd8c01 .uc_classic_carousel_placeholder img, #uc_card_carousel_elementor_7fd8c01 .ue_card_carousel_image_overlay\n{\n  transition: all 300ms;\n}\n\n.card_carousel_title\n{\n\tfont-size:21px;\n}\n\n.uc_classic_carousel .uc_classic_carousel_border\n{\n\tdisplay:block;\n    margin:0 auto;\n}\n\n.uc_classic_carousel  .uc_classic_carousel_placeholder img\n{\n\twidth:100%;\n    \n    display:inline-flex;\n}\n.uc_classic_carousel .uc_classic_carousel_content\n{\n  display: flex;\n flex-flow: column nowrap;\n}\n\n.uc_classic_carousel .ue_button\n{\n  margin-top:auto;\n\n}\n\n.uc_classic_carousel .uc_classic_carousel_content .uc_more_btn {\n\tdisplay:inline-block;\n\ttext-decoration:none;\n\ttransition: all 0.5s ease;\n}\n\n\n#uc_card_carousel_elementor_7fd8c01 .owl-dots {\noverflow:hidden;\ntext-align:center;\n}\n\n#uc_card_carousel_elementor_7fd8c01 .owl-dot {\nborder-radius:50%;\ndisplay:inline-block;\n}\n\n#uc_card_carousel_elementor_7fd8c01 .owl-nav .owl-prev{\n    position:absolute;\n    display:inline-block;\n    text-align:center;\n}\n#uc_card_carousel_elementor_7fd8c01 .owl-nav .owl-next{\n  position:absolute;\n  display:inline-block;\n  text-align:center;\n}\n\n#uc_card_carousel_elementor_7fd8c01 .owl-nav .disabled\n{\n    display: none;  \n}\n\n\n#uc_card_carousel_elementor_7fd8c01 .ue-item-icon\n{\n  line-height:1em;\n  display:inline-flex;\n  justify-content:center;\n  align-items:center;\n  \n}\n\n#uc_card_carousel_elementor_7fd8c01 .ue-item-icon svg\n{\n  height:1em;\n  width:1em;\n}\n\n#uc_card_carousel_elementor_7fd8c01 .ue-item-icon-wrapper\n{\n  display:flex;\n}\n\n#uc_card_carousel_elementor_7fd8c01 .uc_classic_carousel_container_holder {\n\t max-width: ;\n}\n\n\n\n@media screen and (max-width: 1024px) {\n  #uc_card_carousel_elementor_7fd8c01 .uc_classic_carousel_container_holder {\n\t max-width: ;\n  }\n}\n\n@media screen and (max-width: 767px) {\n  #uc_card_carousel_elementor_7fd8c01 .uc_classic_carousel_container_holder {\n    max-width: ;\n  }\n}\n\n<\/style>\n\n<div class=\"uc_classic_carousel\" id=\"uc_card_carousel_elementor_7fd8c01-wrapper\">\n        <div class=\"uc_carousel owl-carousel uc-items-wrapper  \" id=\"uc_card_carousel_elementor_7fd8c01\"  >\n          \t<div class=\"uc_classic_carousel_container_holder ue-item elementor-repeater-item-3dd5b59\">\n  <div class=\"ue-carousel-item\">\n  <span class=\"uc_classic_carousel_border\" style=\"\"><\/span>    <div class=\"uc_classic_carousel_content\" style=\"direction:ltr;\">\n    \n    \n          <div class=\"ue-item-icon-wrapper\">\n         <div class=\"ue-item-icon\"><i class='icon icon-email1'><\/i><\/div>\n      <\/div>\n        \n          \t\n      <div  class=\"card_carousel_title\">Email<\/div>\n          \t\n    \n      \n    <p class=\"card_carousel_text\">manager@sitma.org.uk<\/p>    \n    \n    \t\n    \n    \n    \t\n  <\/div>\n  <\/div>\n<\/div>\n<div class=\"uc_classic_carousel_container_holder ue-item elementor-repeater-item-5edffce\">\n  <div class=\"ue-carousel-item\">\n  <span class=\"uc_classic_carousel_border\" style=\"\"><\/span>    <div class=\"uc_classic_carousel_content\" style=\"direction:ltr;\">\n    \n    \n          <div class=\"ue-item-icon-wrapper\">\n         <div class=\"ue-item-icon\"><i class='icon icon-mail'><\/i><\/div>\n      <\/div>\n        \n          \t\n      <div  class=\"card_carousel_title\">In Writing To:<\/div>\n          \t\n    \n      \n    <p class=\"card_carousel_text\">The Scheme Manager, SITMA, \nUnit 3 Tannery Road Industrial Estate, Tannery Road, High Wycombe, Buckinghamshire, HP13 7EQ<\/p>    \n    \n    \t\n    \n    \n    \t\n  <\/div>\n  <\/div>\n<\/div>\n\n      <\/div>\n<\/div>\n<!-- end Card Carousel -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7644175 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"7644175\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Complainant Name<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Address of the complainant<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Contact Details (Telephone &amp; Email)<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Availability for Feedback (preferred time to discuss feedback\/research the complaint further etc)<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Nature of the complaint<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-653b6b8 e-flex e-con-boxed e-con e-parent\" data-id=\"653b6b8\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-217f76b elementor-widget elementor-widget-heading\" data-id=\"217f76b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Communication<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-25c3c20 elementor-widget elementor-widget-text-editor\" data-id=\"25c3c20\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>SITMA will endeavour to keep the complainant or appellant up to date as far as is reasonably practicable throughout the course of any investigation and in cases with protracted periods of investigation will establish formal line of regular dialog.<\/p><p>At the end of all investigator process, the certification body shall provide those involved with formal notice of the decided out comes and options as appropriate<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dd33211 elementor-widget elementor-widget-heading\" data-id=\"dd33211\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Malicious Complaints<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-98ea1fd elementor-widget elementor-widget-text-editor\" data-id=\"98ea1fd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>A malicious complaint is one that has been made with the intention of causing harm.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a18ffa2 e-flex e-con-boxed e-con e-parent\" data-id=\"a18ffa2\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1c7ac31 elementor-widget elementor-widget-text-editor\" data-id=\"1c7ac31\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Examples of this could be:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5d76b74 elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"5d76b74\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Deliberately seeking to defame another person within the scheme, another company or the scheme itself.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M173.898 439.404l-166.4-166.4c-9.997-9.997-9.997-26.206 0-36.204l36.203-36.204c9.997-9.998 26.207-9.998 36.204 0L192 312.69 432.095 72.596c9.997-9.997 26.207-9.997 36.204 0l36.203 36.204c9.997 9.997 9.997 26.206 0 36.204l-294.4 294.401c-9.998 9.997-26.207 9.997-36.204-.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Making a complaint based on rumour and\/gossip with the intention of causing harm.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0d5c2ca elementor-widget elementor-widget-text-editor\" data-id=\"0d5c2ca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Complaints that have been raised, investigated and found to be malicious in intent and founded will not be tolerated and will lead disciplinary actions in line with the Scheme\u2019s code of conduct.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-22e8e6c e-flex e-con-boxed e-con e-parent\" data-id=\"22e8e6c\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;_ha_eqh_enable&quot;:false}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-13d07a7 elementor-widget elementor-widget-text-editor\" data-id=\"13d07a7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Ref: PUS013 &#8211; Issue 1.7<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>SITMA Complaints and Appeals The purpose of this page defines the process to be followed in the event that a<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_eb_attr":"","footnotes":""},"class_list":["post-1589","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.bcta.group\/sitma\/wp-json\/wp\/v2\/pages\/1589","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.bcta.group\/sitma\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.bcta.group\/sitma\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.bcta.group\/sitma\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bcta.group\/sitma\/wp-json\/wp\/v2\/comments?post=1589"}],"version-history":[{"count":19,"href":"https:\/\/www.bcta.group\/sitma\/wp-json\/wp\/v2\/pages\/1589\/revisions"}],"predecessor-version":[{"id":2466,"href":"https:\/\/www.bcta.group\/sitma\/wp-json\/wp\/v2\/pages\/1589\/revisions\/2466"}],"wp:attachment":[{"href":"https:\/\/www.bcta.group\/sitma\/wp-json\/wp\/v2\/media?parent=1589"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}