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Complaints Policy

NBCOT is committed to being consistent, fair, and impartial when handling your complaint. NBCOT is also interested in the continual improvement and sustained quality of all aspects of its certification-related activities and operations.

Exam Administration or Technical Complaints

Exam candidates with a complaint regarding how their exam was administered or a technical issue encountered during the exam must follow the process as outlined in the Certification Exam Handbook.

Complaints Against Applicants, Candidates, or Certificants

To file a complaint regarding a person under NBCOT jurisdiction who may have violated the Candidate/Certificant Code of Conduct, please visit the Voice a Concern page.

General Complaints

If you would like to file a formal complaint regarding NBCOT systems, services, staff, procedures, or policies, please follow the General Complaints Policy process as outlined below and complete the General Complaints Form.

The purpose of the General Complaints Policy and Procedure is to provide an efficient, fair, accessible, and impartial process for responding to and resolving complaints from NBCOT stakeholders.

A complainant may file a formal complaint regarding NBCOT systems, services, staff, procedures, policies, or any other certification-related activity.

The following procedures must be followed for a complaint to be reviewed:

  1. The complainant MUST submit the complaint in writing using the General Complaints Form via electronic mail to credentialingservices@nbcot.org or via postal mail to NBCOT, Inc., Attn: Credentialing Services, One Bank Street, Suite 300, Gaithersburg, MD 20878.
  2. Formal complaints must include:
    1. name of the complainant,
    2. contact information for the complainant,
    3. specifics regarding the basis of the complaint, and
    4. relevant supporting documentation may be attached.
  3. NBCOT will acknowledge receipt of the complaint via email and will provide a formal written response within 21 business days of receipt of the complaint. If resolution will take longer, NBCOT will provide progress updates.

To appeal an adverse decision, the following procedure must be followed.

  1. The complainant may file an appeal in writing to the NBCOT executive office within 14 days of the date of the decision.
  2. Submissions must outline the grounds for the appeal, including reasons why the appeal should be recognized and considered by NBCOT.
  3. All appeal letters must be sent via traceable mail with signature confirmation to:
    NBCOT, Inc.
    Attn: Executive Office
    One Bank Street, Suite 300
    Gaithersburg, MD 20878

The NBCOT executive office shall render its decision in writing within 30 days of receipt of the appeal. The decision shall be binding and final for all concerned.