Confederation of Fibre Optics and Network Infrastructure Installers
Built by industry. Focused on competence.
—— COMPLAINTS · POLICY 04
Complaints and Appeals Procedure
A fair route for raising service, conduct, membership and approval concerns, with independent review of contested decisions.
DOCUMENT CONTROL
STATUS
Committee approved 4 July 2026
VERSION
Approved 0.1
PREPARED
4 July 2026
APPLIES TO
Website users, applicants, members, trainers, event attendees, contacts and complainants
COMMITTEE APPROVED - 4TH JULY 2026
This document forms part of the approved COFNII governance framework.
1. What this procedure covers
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A complaint about COFNII’s service, conduct, administration or failure to follow a published process.
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A concern about a member’s use of COFNII status or possible breach of the Code of Conduct.
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An appeal against a membership, approval, suspension, assessment or disciplinary decision.
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A data-protection complaint, which will also be handled under applicable data-protection law.
2. Raising a complaint
Send the complaint to info@cofnii.org with the people or organisations involved, relevant dates, the concern, supporting evidence and the outcome sought. Reasonable adjustments and alternative formats are available on request.
COFNII aims to acknowledge a complaint within five working days and provide a substantive response within 20 working days. If the matter is complex, the complainant will be told why more time is needed and given an updated timescale.
IMPORTANT
COFNII does not replace a client’s contract remedies, an awarding organisation’s appeal process, a regulator, the police, a court or an employment procedure.
On this page
Questions or adjustments?
Contact COFNII about this policy or request an accessible format.
3. Fair investigation
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The investigator must be sufficiently independent and declare any conflict.
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The person complained about will normally receive the substance of the allegation and a reasonable opportunity to respond.
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Evidence will be assessed proportionately and decisions will be made on the balance of probabilities unless a different legal test applies.
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Confidential information will be shared only as necessary for fairness, safety, law or the investigation.
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Anonymous information may be considered, but anonymity can limit the action available and cannot override fairness.
4. Outcome and remedies
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No further action where the concern is not substantiated or is outside COFNII’s remit.
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Explanation, apology, correction, service improvement or restoration of a missed opportunity.
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Training, supervision, corrective action, monitoring or conditions.
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Suspension or withdrawal of a badge, listing, approval or membership where justified.
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Referral to an awarding organisation, regulator, law-enforcement body or other competent authority where lawful and appropriate.
5. Appeal
An appeal should be submitted within 20 working days of the written decision and identify a material procedural error, relevant new evidence, an unreasonable conclusion or a disproportionate outcome.
The appeal will be considered by a person or panel not responsible for the original decision and without a disqualifying conflict. The review may uphold, vary, overturn or remit the decision. COFNII aims to issue the appeal outcome within 20 working days after receiving the complete appeal information.
6. External rights
This procedure does not remove legal rights. A person may complain to the Information Commissioner’s Office about personal-information handling, pursue contractual or statutory remedies, or contact an appropriate regulator or authority. Urgent safety, fraud or criminal concerns should be reported to the competent body without waiting for COFNII’s process.
UK legal and guidance references
External sources are provided for transparency. The legislation and official guidance in force at the relevant time should always be checked.
POLICY OWNER
COFNII Board and Committee
JURISDICTION
England and Wales
NEXT REVIEW
Annually or after material change