Appeals & Complaints Policy

Last updated: November 4, 2026

IIME is committed to treating every candidate, certificate holder, training center and member of the public fairly. This Appeals & Complaints Policy describes how you can challenge a decision made by IIME or raise a concern about our services, our staff or an accredited training center, and how we handle such matters.

1. Definitions

• Appeal: a formal request to reconsider a decision made by IIME regarding eligibility, examination results, certification, recertification, suspension, withdrawal or training center accreditation.
• Complaint: an expression of dissatisfaction with any aspect of IIME's services, conduct of staff or examiners, or the conduct of an accredited training center or certificate holder, other than an appeal.

2. Guiding Principles

• Appeals and complaints are handled in a constructive, impartial and timely manner.
• No person involved in the original decision or subject of the complaint may take part in reviewing it.
• Submitting an appeal or complaint will not result in discriminatory or retaliatory action against the person who raised it.
• Information is treated confidentially and shared only as necessary to investigate and resolve the matter.

3. How to Submit an Appeal

Appeals must be submitted in writing within 30 calendar days of the date on which the decision was communicated. Your appeal should include:

1. your full name, account email and, where applicable, certificate or candidate number;
2. the decision you are appealing and the date you received it;
3. the grounds for the appeal, explaining why you believe the decision is incorrect; and
4. any supporting evidence.

Appeals against examination results may request a re-mark of the examination script. A re-mark confirms that the marking was carried out correctly and in accordance with the marking scheme; it does not involve disclosure of confidential examination content. An appeal fee may apply as published at the time and will be refunded if the appeal is upheld.

4. How to Submit a Complaint

Complaints may be submitted in writing at any time using the contact details published on our Contact page. We encourage complainants to raise concerns as soon as possible, ideally within 90 days of the event, so that evidence remains available. Complaints about an accredited training center may first be raised with the center; if the matter is not resolved, it may be escalated to IIME.

5. Handling Process and Timelines

1. Acknowledgment: we acknowledge receipt within five business days and confirm whether the matter will be treated as an appeal or a complaint.
2. Assignment: the matter is assigned to a reviewer or panel with no prior involvement in the case and no conflict of interest.
3. Investigation: the reviewer gathers and verifies all relevant information, which may include requesting further information from you, the training center or IIME staff.
4. Decision: we aim to communicate a written, reasoned decision within 30 business days of acknowledgment. If more time is required for a complex case, we will inform you of the reason and the expected completion date.
5. Corrective action: where an appeal or complaint is upheld, IIME will take appropriate corrective and preventive action.

6. Independence of Reviewers

Appeals are decided by an appeals panel composed of individuals who were not involved in the original decision, who have the technical competence relevant to the matter, and who have declared no conflict of interest in accordance with our Impartiality & Conflict of Interest Policy. Where appropriate, the panel may include an independent subject-matter expert from outside IIME. The decision of the appeals panel is final within IIME's internal process.

7. Status of Decisions During an Appeal

The original decision remains in effect while an appeal is under review. For example, a suspended certificate will remain suspended until the appeal is decided. If the appeal is upheld, records and the verification service will be corrected promptly.

8. Records and Continuous Improvement

IIME keeps records of all appeals and complaints, including the actions taken and outcomes, in accordance with our Data Retention & Records Policy. Trends are reviewed periodically by management to identify opportunities to improve our processes.

9. External Remedies

This policy does not affect any rights you may have under applicable law, including the right to contact a consumer protection authority or a data protection supervisory authority.

10. Contact

Appeals and complaints should be addressed to the IIME Quality and Appeals function using the contact details published on our Contact page. Please mark your message clearly as an "Appeal" or "Complaint."