HFA Complaints Procedure
A guide to our complaints 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”.
Complaints 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 must be sent by emailing or by post to Halal Food Authority, 7th floor, Finchley House, 707 High Road, London N12 0BT.
Stage 1: Your complaint shall be dealt with by the panel of three HFA officials headed by the Chief Executive of the HFA and after investigation; a response will be generated for the complainant within 14 days of the receipt of such complaint.
Stage 2: If the response from the HFA is not satisfactory or does not meet the expectations of the complainant, such complaint may be lodged again by the complainant within seven days of the response being received. Then the complaint shall be passed onto an independent Complaint Committee of the HFA to proceed further with the case.
Who can raise a complaint?
HFA Complaints Procedure is available to those who use or wish to use its services including organisations and companies using the audit, inspection and/or certification services and 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/HFF’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 the complaint is re-lodged, the complaint will be forwarded to our independent Complaint 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 confidential as far as possible but will be sharing all the details about the complaint with our Complaints Committee who shall advise if a formal hearing is necessary to deal with such complaint. In this instance, you shall be notified in writing and any queries or any further documentation may also be requested from you.
The decision of our independent Complaint Committee on any complaint shall be concluded within twenty eight days from the date it was received by the Committee and such decision shall be final.