Halal Food Complaint & Appeals Policy
- Home
- Complaint & Appeals Policy
📑 Policies 📑
Have a Concern? Our Team Is Here to Help
At Halal Mark, we believe every concern deserves to be heard, reviewed, and resolved fairly. Whether your enquiry relates to a certification decision, audit activity, service quality, or professional conduct, our independent complaints and appeals process is designed to provide a transparent, confidential, and impartial review.
Find Us Here
Complaint & Appeals Policy for Fair, Transparent and Independent Resolution
Halal Mark is committed to resolving all concerns about our halal certification services openly and impartially. We follow a structured complaints procedure to ensure every issue is received, investigated and addressed transparently. Our approach aligns with international accreditation requirements (ISO/IEC 17065) to guarantee that complaints are handled fairly, independently and without bias. We uphold principles of accessibility, confidentiality, impartiality and continuous improvement when managing complaints and appeals.
- Accessibility: All parties can submit concerns easily. We accept complaints via email, postal mail or our online contact form. Complainants should include contact details, a clear description of the issue, relevant dates and any supporting documents. Anonymous submissions are also considered if enough information is provided to investigate.
- Confidentiality: Complaints are treated with strict confidentiality. All personal data is handled in compliance with the UK GDPR and kept secure, accessible only to authorized personnel involved in the review.
- Impartiality: Investigations are conducted by staff or committees who were not involved in the original matter, ensuring an unbiased review. We maintain independence throughout the process so that decisions are based solely on objective evidence and agreed standards.
- Timeliness: We acknowledge all complaints promptly (typically within five working days) and aim to conclude investigations swiftly (often within 30 working days). If an inquiry requires more time, we keep the complainant informed of progress.
- Continual Improvement: Every complaint and appeal provides an opportunity to learn. Halal Mark documents all findings and corrective actions, and analyzes complaint data to improve our policies, training and certification processes.
Who Can Submit a Complaint or Appeal
Anyone affected by Halal Mark’s services may raise a concern. This includes current or former clients, suppliers, consumers of Halal Mark–certified products, members of the public, and personnel (such as auditors, contractors or employees) working with Halal Mark. Complaints can relate to any aspect of our services, for example a certification decision, an audit activity, the conduct of our staff, service quality issues, communication problems, or breaches of confidentiality.
How to File a Complaint or Appeal
- Submit in Writing: Use our Complaints & Appeals form (online or PDF), or send an email to info@halalmark.co.uk, or write to Halal Mark Limited at 235-B Mitcham Lane, London SW16 6PY.
- Provide Details: Include your name and contact information (or specify if you wish to remain anonymous), a clear description of the issue, dates of relevant events, and any evidence (emails, certificates, audit reports, etc.) that supports your concern.
- Deadline: While there is generally no strict deadline, complaints should ideally be raised as soon as possible after the issue occurs. This helps ensure timely investigation and resolution.
Upon receipt of a complaint or appeal, Halal Mark will confirm to the submitter that it has been received. We strive to acknowledge all cases within 5 working days.
Our Investigation Process
Initial Review: The complaint is logged and assessed to determine its nature and scope. We identify any relevant certification records and assign an investigator who was not involved in the original audit or decision.
Investigation: The appointed investigator examines all pertinent information (documents, audit records, correspondence, etc.) and may interview staff or witnesses. At every stage, we apply the agreed halal standards and certification criteria to evaluate the concern. Investigations are carried out confidentially and impartially.
Communication: The complainant is kept informed of key milestones. If the investigation will extend beyond our normal target, we will provide periodic updates (at least every two months) until the review is complete.
Decision and Response: Once the investigation is concluded, we issue a formal written response. This response explains our findings, the decision reached, and any corrective actions that will be taken. Our goal is to provide this outcome within 30 working days of the investigation’s completion, though complex cases may take longer.
Corrective Actions: If a complaint is upheld or reveals a gap, we implement appropriate corrective measures. This may include revising internal procedures, providing additional staff training, reassessing a certification decision, or other remedies. Every resolution is documented, and the lessons learned are fed back into our quality and training programs.
Policy Review
This Complaint & Appeals Policy is reviewed at least annually or whenever changes in regulations or operations warrant an update. The senior management of Halal Mark is committed to providing the necessary resources for this policy and for handling complaints and appeals in an open, fair and professional manner.
Top certification Services
Complaint Investigation & Resolution
Every complaint is reviewed independently, confidentially, and objectively. Our investigation process considers all relevant evidence, certification records, audit findings, and supporting documentation before a formal outcome is issued.
Appeals & Review Process
If you are dissatisfied with the outcome of a complaint or certification decision, you may submit a formal appeal. Appeals are reviewed by authorised personnel who were not involved in the original decision, ensuring every case receives a fair, transparent, and impartial assessment before a final response is provided.
Frequently Asked Questions
Anyone with an interest in Halal Mark’s certification activities can submit a concern – this includes current or past clients, suppliers, consumers of halal-certified products, auditors, employees, or any member of the public.
We will acknowledge receipt (typically within 5 working days) and then carry out an independent investigation. You will be kept informed of any significant progress. Once the review is complete, we will send you a written response with our findings and any actions taken.
Yes. If you believe the outcome was unjust, you can appeal. An appeal is reviewed by a different decision-maker or committee that was not involved before. We will aim to address appeals promptly and communicate the final decision in writing.
Absolutely. All complaints and appeals are handled confidentially. We comply with UK data protection laws and only those directly involved in the review have access to the information.
For any questions or to raise a concern, please contact Halal Mark at +44 (0)20 3411 1601 or info@halalmark.co.uk. We are committed to addressing your concerns with professionalism and care.
Sources: Halal Mark’s own policy and procedures, which in turn follow ISO/IEC 17065 and ISO/IEC 17021 requirements for complaint handling.
Recognised key halal industry membership
We are certified from Muslim Council of Britain and WHFC Supporting businesses across food manufacturing, catering, restaurants, halal meat production, pharmaceuticals, cosmetics, logistics, and related industries across the United Kingdom.
