HFA Complaints & Appeals Procedure

A guide to our complaints & 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 recognizes that sometimes things go wrong, and actions or decisions do not meet the expectations. Therefore, feedback will help us resolve the issues or concerns in a procedural way, enabling us to redress the situation according to 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 organization that cannot be immediately resolved at the 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 the 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 organization (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 or by post to Halal Food Authority, Unit 15, Linen House, 253 Kilburn Lane, Queen's Park London, W10 4BQ.

Stage 1: Your complaint or appeal shall be dealt with by the panel of at-least two HFA officials headed by the Chief Executive. After investigation, a response will be generated for the complainant/appellant within 14 days of the complaint/appeal receipt.

Stage 2: If the response from the HFA is not satisfactory or does not meet the complainant/appellant's expectations, 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 those involved and affected by HFA activities and events.

It would help if you shared your concerns or register a complaint when you are dissatisfied with any aspect of HFA's services or activities.

What will happen after the 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 request 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.

Halal Food Authority Equality & Diversity Policy

The purpose of this policy is to provide equality and fairness for all in our employment and in the provision of services and not to discriminate on the grounds of gender, marital status, race, ethnic origin, colour, nationality, national origin, disability, religion or age.

Halal Food Authority (HFA) is committed to encouraging diversity and eliminating discrimination in both its role as an employer and a provider of services.

HFA aims to create a culture that respects and values each others' differences, promoting dignity, equality, and diversity, encouraging individuals to develop and maximize their true potential. We are committed wherever practicable to achieving and maintaining a workforce that broadly reflects the local community in which we operate.

HFA opposes all forms of unlawful and unfair discrimination. All employees, trustees, and volunteers, whether part-time, full-time, or temporary, will be treated fairly and with respect.

The HFA has commitments to Equality and Diversity as follows:

  • To create an environment in which individual differences and all our employees' contributions, trustees, and volunteers are recognized and valued.
  • To create a working environment that promotes dignity and respect for all. No form of intimidation, bullying or harassment will be tolerated.
  • To ensure training, development, and progression opportunities are available to all.
  • To promote equality in the workplace, which it believes is good management practice and makes sound business sense.
  • To treat breaches of the equality policy seriously and to take disciplinary action when required.
  • To provide information and training to all employees, trustees, and volunteers to be fully aware of the issues relating to Equality and Diversity and their responsibilities relating to it.

Any form of discrimination by an employee, trustee, or volunteer is treated very seriously and, where appropriate, will be dealt with using the Disciplinary Procedure.