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

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 [e-mail] with the subject line “Certification complaint” and a description of the concern.

What qualifies

• Assessment fairness concerns
• 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 internal resolution is unsatisfactory and the complaint involves accreditation standards, learners may contact the relevant accreditation body directly.

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.