The process covers receiving,
Definition of Appeal
A request by a client, his authorized representative, or a responsible party, to the Certification Body for reconsideration of a decision it has made related to the verification, validation, or certification of that client is termed an Appeal.
Definition of Complaint
A Complaint is defined as an expression of dissatisfaction or concern about the service, or lack of service, other than an appeal, by any person or organization, to the Certification Body related to its certification activities.