Legal

Feedback & Resolution

Effective: August 26, 2026 • Last updated: August 2026

Fortreum is committed to the fair, transparent, and timely resolution of any complaint or appeal raised by our clients or other interested parties. Our complaints and appeals process is carried out in accordance with ISO/IEC 17020, ISO/IEC 17021-1, and the requirements of our accreditation bodies and is managed by staff who are independent of the assessment team that conducted the original audit or made the certification decision. Fortreum will never take retaliatory or discriminatory action against anyone who submits a complaint or appeal in good faith. 

Appeals

A client may appeal any assessment, inspection, or certification decision made by Fortreum. For example, a client may want to appeal due to a disputed finding, a suspected error, or a concern about the conduct of the assessment team. Appeals are reviewed by Fortreum personnel who were not involved in the original assessment or decision, ensuring an independent and objective review. 

To file an appeal, please be prepared to provide: 

  • Your name and contact information 
  • The engagement, assessment, or certification decision the appeal concerns 
  • A description of the decision and the reason(s) you believe should be reconsidered 
  • Any supporting documentation relevant to your appeal 

Appeals may be submitted by emailing feedback@fortreum.com. Fortreum acknowledges receipt within one business day. Our team investigates the appeal, gathers any additional information needed, and will provide progress updates as appropriate throughout the review. We communicate our final decision, and the basis for it, directly to the appellant. 

CMMC appeals: If your appeal relates to a CMMC assessment and you disagree with Fortreum’s response, you may escalate the appeal to the Cyber Accrediting Body (CyberAB) for further consideration. Decisions rendered by the CyberAB on escalated appeals are final. 

Complaints

Fortreum welcomes feedback from clients, stakeholders of certified organizations, governing and accrediting bodies, and other interested parties regarding our services or the conduct of our certified clients. Complaints are reviewed by staff independent of the audit team involved, and every complaint is investigated in accordance with our documented internal procedures. 

To file a complaint, please be prepared to provide: 

  • Your name and contact information 
  • The engagement or certified organization the complaint concerns 
  • A description of the issue and any relevant supporting information 

Complaints may be submitted by emailing feedback@fortreum.com. Fortreum acknowledges receipt within one business day and will keep you informed of the status and outcome of your complaint throughout the process. 

If a complaint concerns one of our certified clients, Fortreum reviews the concern in light of the effectiveness of that client’s certified management system and, where appropriate, works with the client to help ensure corrective action is taken. 

Confidentiality

Fortreum treats all complaints and appeals, and the identities of those who submit them, as confidential. Fortreum will determine together with any certified client and the complainant or appellant whether, and to what extent, the matter and its resolution may be made public. 

Back to top