Complaints & Appeals Procedure

At Verification Partners, we are committed to delivering independent, transparent, and professional B-BBEE verification services. Part of that commitment is providing a clear and fair Complaints & Appeals Procedure for clients and other stakeholders who wish to raise concerns about our verification work or dispute the outcome of a verification rating.

This procedure is designed to ensure that any issues are handled objectively, consistently and in accordance with regulatory requirements.

What Is a Complaint?

A complaint refers to any dissatisfaction with the way verification services were conducted. This may include concerns about:

  • The conduct or professionalism of verification personnel

  • Administrative handling of verification activities

  • Perceived procedural irregularities during verification

Complaints may be lodged at any stage of the verification process or after the issuance of a B-BBEE certificate.

What Is an Appeal?

An appeal is a formal request to review a verification outcome, such as a B-BBEE level or specific scoring result. Appeals are typically submitted after a verification decision has been issued and relate directly to the findings recorded on the verification report or certificate.

Please note that appeals generally focus on the existing evidence and documentation already reviewed during the verification process. New evidence is usually not considered unless it was previously unavailable and can reasonably be validated.

How to Lodge a Complaint or Appeal

To lodge a complaint or appeal with Verification Partners:

  • Write a formal letter or email outlining your concern.

  • Include the following:

    Your name and contact details

    • Measured entity name and B-BBEE certificate number

    • A description of the issue, dispute, or concern

    • Relevant dates and evidence supporting your submission

  • Submit your complaint or appeal to our designated contact point:
    Email: Complaints@verificationpartners.co.za

Impartiality & Confidentiality

Verification Partners operates with strict independence and impartiality. All complaints and appeals are handled:

  • Confidentially, to protect the interests of both complainants and entities under review

  • Objectively, with no influence from verification personnel who were involved in the original process

  • In accordance with SANAS requirements, which promote fairness and quality in all verification activities

We undertake to review every submission without bias and ensure that communication throughout the process is clear and transparent.

Review Process & Resolution Timeframes

Once a complaint or appeal is received:

  1. Acknowledgement: We will confirm receipt of your submission.

  2. Review: A senior and independent reviewer (not involved in the original verification) evaluates the matter.

  3. Investigation & Response: We investigate the issues raised and make a determination based on the available documentation and relevant standards.

  4. Outcome: A written response is issued with findings and any corrective actions where applicable.

We aim to resolve complaints and appeals within 30 days of receipt, subject to the complexity of the matter and availability of documentation

If additional time is required, we will advise you accordingly.

Additional Notes

  • A complaint does not prevent you from pursuing an appeal, and vice versa.

  • Appeals generally do not allow for submission of new evidence unless it can be validated as relevant and unavailable at the time of verification.

  • The appeals process respects confidentiality and is handled independently from the original verification team

Contact & Support

If you have questions about this procedure, please contact:

Verification Partners (Pty) Ltd
Email: complaints@verificationpartners.co.za
Phone: +27 82 907 1213

We take all feedback seriously and are committed to maintaining the highest standards of service, integrity, and professionalism in our verification services.

Speak to Our Team