Complaints and Appeals Procedure
Halal Food Authority (HFA) takes all concerns and complaints seriously as they provide us with opportunities to improve and maintain the high standards we strive to achieve.
HFA recognises that sometimes things go wrong and actions or decisions do not meet the expectations. Therefore, feedback will help us to resolve the issues or concerns in a procedural way enabling us to redress the situation in accordance with our quality standards, ethical and moral values and business objectives without any potential compromise.
What is a complaint?
HFA defines a complaint as ‘an expression of discontent by a person or persons receiving a service (including any decision) from the organisation that cannot be immediately resolved at point of delivery, and about which the complainant desires a follow-up action is taken and a response provided.’
What is an appeal?
HFA defines an appeal as ‘a formal request to the HFA to reconsider its certification decision following a conclusion of certification procedure.’
Complaint & Appeals Procedure
Complaints and appeals should be made in writing and addressed to the “Chief Executive of HFA” giving your full name, details of the organisation (if applicable) including phone number and email address, stating the nature of the complaint and sending any relevant documents. Complaints and Appeals must be sent by emailing firstname.lastname@example.org or by post to Halal Food Authority, 7th floor, Finchley House, 707 High Road, London N12 0BT.
Stage 1: Your complaint or appeal shall be dealt with by the panel of at-least two HFA officials headed by the Chief Executive and after investigation; a response will be generated for the complainant/appellant within 14 days of the receipt of such complaint/appeal.
Stage 2: If the response from the HFA is not satisfactory or does not meet the expectations of the complainant/appellant, the matter may be lodged by the complainant/appellant within seven days of the response being received. Then the complaint/appeal shall be passed onto an independent Complaint Committee of the HFA to proceed further with the case.
Who can raise a complaint?
HFA Complaints & Appeals Procedure is available to those who use or wish to use its services (including audit, inspection and/or halal certification), and also to those involved and affected by HFA activities and events.
You should share your concerns or register a complaint when you are dissatisfied with any aspect of HFA’s services or activities.
What will happen after complaint is lodged?
HFA will acknowledge your complaint within five working days of receipt and we will send a response in fourteen days from the date of receipt.
If an appeal is raised, the appeal will be forwarded to our independent Complaint and Appeals Committee for further processing and we will write to you to inform you once this has happened.
Wherever possible HFA will respect your confidentiality and keep your complaint / appeal confidential as far as possible but will be sharing all the details about the complaint / appeal with our Complaints and Appeals Committee who shall advise if a formal hearing is necessary to deal with such complaint/appeal. In this instance, you shall be notified in writing; and any queries may be raised or any further documentation may also be requested from you.
The decision of our independent Complaint and Appeals Committee on any complaint/appeal shall be concluded within twenty eight days from the date it was received by the Committee and such decision shall be final.
You should share your concerns or register a complaint when you are dissatisfied with any aspect of HFA/HFF’s services or activities.