Halal mark complaints handling policy

Halal Mark Limited is committed to delivering high-quality, impartial, and credible halal certification services. While every effort is made to maintain excellence, there may be instances where clients, stakeholders, or other interested parties have concerns regarding services, certification decisions, or the conduct of representatives. This policy ensures that complaints are received, addressed, and resolved in a fair, transparent, and timely manner, fostering continual improvement and trust.

Complaints can be submitted by current or previous clients, suppliers, consumers of halal-certified products, members of the public, or personnel working with Halal Mark Limited, including auditors, contractors, and employees. Areas of concern may relate to certification decisions, auditor conduct, service quality, breaches of confidentiality, or non-compliance with professional standards.

Complaint handling is guided by principles of accessibility, confidentiality, objectivity, responsiveness, and continuous improvement. Channels are open for all parties to submit concerns, with assurances that complaints are handled sensitively and in compliance with UK GDPR and the Data Protection Act 2018. Investigations are conducted impartially, and resolutions are reached without bias. Findings from complaints are reviewed to enhance processes and services.

Complaints may be submitted via email, post, or an online contact form, providing full details, supporting evidence, and relevant dates. Anonymous complaints are considered where sufficient details enable investigation. Upon receipt, complaints are acknowledged within five working days, assessed within ten working days, and investigated by independent personnel within thirty working days. A formal response, including outcomes and corrective actions, is issued within five days of concluding the investigation. If dissatisfied, complainants may appeal, with senior management reviewing the case and resolving it within thirty working days of the appeal submission.

Corrective actions may involve reviewing certification decisions, auditor reassignment, policy amendments, or formal apologies. All resolutions are documented, and lessons learned are incorporated into ongoing quality improvement efforts. Complaint records are securely stored, accessible only to individuals involved in the review and resolution process. Regular monitoring ensures complaints are analysed as part of the quality management system, driving operational improvements.

This policy undergoes an annual review or earlier revision in response to regulatory, operational, or legal changes. Any queries regarding complaint handling can be directed to info@halalmark.co.uk or Halal Mark Limited, 235-B Mitcham Lane, London, England, SW16 6PY.