Appeals & Complaints Procedure

1. Purpose

This Appeals & Complaints Procedure establishes the formal process by which:

• Applicant institutions may appeal certification decisions
• Third parties may submit complaints regarding certified entities
• Concerns regarding GMT processes may be formally reviewed

Global Medical Trust (GMT) is committed to transparency, procedural fairness, and structured review mechanisms consistent with internationally recognized certification governance practices.

2. Scope

This procedure applies to:

• Certification applicants
• Certified institutions
• Third-party stakeholders
• Public verification concerns

This procedure does not apply to clinical disputes between patients and healthcare providers.

3. Right to Appeal

Applicant institutions may formally appeal:

• Certification denial
• Suspension decisions
• Revocation decisions
• Scope limitations imposed during evaluation

Appeals must be submitted in writing within thirty (30) calendar days of the certification determination.

4. Submission Requirements

Appeals must include:

• Legal name of institution
• Certification ID (if applicable)
• Copy of determination notice
• Detailed grounds for appeal
• Supporting documentation

Appeals must be submitted to:

appeals@globalmedicaltrust.org

5. Appeal Review Process

Upon receipt of a valid appeal:

• Acknowledgment of receipt is issued within five (5) business days.
• Appeal documentation is reviewed for procedural completeness.
• An independent review panel is designated.
• The panel evaluates the appeal against documented standards and evidence.
• A formal written determination is issued.

Appeal review may involve individuals not directly involved in the original evaluation to preserve impartiality.

6. Appeal Determination

The appeal panel may:

• Uphold the original decision
• Modify the decision
• Request additional documentation
• Remand the matter for further evaluation

The decision of the appeal review panel shall be final within GMT's certification framework.

7. Complaints Regarding Certified Entities

Third parties may submit complaints concerning:

• Misuse of the Certification Mark
• Misrepresentation of certification scope
• Public claims inconsistent with registry status
• Ethical concerns related to certification representation

Complaints must be submitted in writing to:

legal@globalmedicaltrust.org

Complaints must include:

• Name of the entity involved
• Description of the concern
• Supporting documentation (if available)

8. Complaints Regarding GMT Processes

Concerns regarding GMT procedures, impartiality, or governance may also be submitted through the same channel.

GMT treats all procedural complaints seriously and reviews them under internal governance safeguards.

9. Complaint Review Procedure

Upon receipt of a complaint:

• Acknowledgment is issued within five (5) business days.
• The matter is reviewed for jurisdictional relevance.
• Preliminary assessment is conducted.
• If warranted, formal review is initiated.
• A written outcome is communicated where appropriate.

GMT may request additional documentation as necessary.

10. Confidentiality

All appeals and complaints are handled with appropriate confidentiality.

Information will be disclosed only:

• To individuals directly involved in review
• Where legally required
• Where necessary to resolve the matter

11. Limitations

GMT does not adjudicate:

• Individual medical malpractice disputes
• Patient-provider financial disagreements
• Clinical outcome disputes

Such matters remain under the jurisdiction of relevant legal and regulatory authorities.

12. Documentation & Recordkeeping

All appeals and complaints are documented and retained in accordance with GMT governance and data retention procedures.

Records are used to support:

• Continuous improvement
• Policy review
• Procedural consistency

13. Policy Amendments

GMT reserves the right to amend this procedure as necessary to maintain alignment with institutional governance standards.

Updated versions supersede prior versions upon publication.

14. Contact

Appeals: appeals@globalmedicaltrust.org

Complaints: legal@globalmedicaltrust.org

Global Medical Trust
Geneva, Switzerland