> ## Documentation Index
> Fetch the complete documentation index at: https://agenticadvertisingorg-feature-feedback.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Complaints and grievances

> AdCP certification complaints policy: how to file grievances, investigation procedures, and resolution timelines for learners and stakeholders.

# Complaints and grievances

**Adopted:** March 2026
**Responsible party:** AgenticAdvertising.org program leadership

<Note>
  This policy is IACET-aligned and CPD-aligned. It is not an assertion of current IACET Accredited Provider status or IACET CEU issuance.
</Note>

## Purpose

Any learner or stakeholder may raise a concern about the AdCP certification program. This policy describes how complaints are filed, investigated, and resolved.

## How to file a complaint

Email [certification@agenticadvertising.org](mailto:certification@agenticadvertising.org) with the subject line "Certification complaint" and a description of the concern.

## What qualifies

* Assessment fairness concerns
* Recertification or protocol-update targeting disputes
* Accessibility issues
* Content accuracy disputes
* Conduct issues
* Privacy concerns
* Any other matter related to the certification program

## Timeline

| Step                      | Timeframe        |
| ------------------------- | ---------------- |
| Acknowledgment of receipt | 2 business days  |
| Investigation             | 10 business days |
| Resolution                | 20 business days |

## Resolution

A complaint is considered resolved when the program has investigated the concern and communicated the outcome to the complainant. Possible outcomes include: corrective action taken, curriculum updated, policy clarified, or concern determined to be unfounded with explanation provided.

If the complainant disagrees with the resolution, they may request escalation.

## Escalation

**Internal:** If a complaint is not resolved satisfactorily, learners may escalate to AgenticAdvertising.org leadership by replying to the resolution email with a request for escalation. Leadership will review within 10 business days.

**External:** If AgenticAdvertising.org holds an active external accreditation applicable to the complaint, and internal resolution is unsatisfactory, learners may contact the relevant accreditation body under that body's published complaint process.

## Confidentiality

Complaints are handled confidentially. Only those directly involved in the investigation have access to complaint details.

## No retaliation

Filing a complaint will not affect a learner's certification status, progress, or access to program materials.

## Record keeping

All complaints and resolutions are documented and reviewed quarterly to identify systemic issues and drive program improvements.