Fair and transparent resolution

Complaint and Appeal Mechanisms

Halal Certification Services (EU) GmbH is committed to maintaining the integrity of our certification process through transparent and fair complaint and appeal mechanisms. We recognize that clients and stakeholders may have concerns regarding certification decisions, audit findings, or service delivery.

Definitions

Complaint or Appeal?

Complaint: An expression of dissatisfaction, other than an appeal, by any individual or organization to HCS (EU), related to the activities of HCS (EU) or its auditors, where a response is expected.
Appeal: A request by the applicant or client of HCS (EU) for reconsideration of any adverse decision made by HCS (EU) related to its certification.

Complaints

Complaints Procedure

1
Submission
Complaints may be submitted through any of the following channels:
- Emailinfo@halalcs.eu
- Written letterHalal Certification Services (EU) GmbH, Untere Dorfstrasse 74, 78618 Rheinfelden (Baden), Germany
- Online formUse the form on this page
All complaints should include:
- Name and contact information of the complainant
- Description of the complaint
- Relevant dates and documentation
- Desired outcome
Acknowledgment
5 working days
HCS (EU) will acknowledge receipt of the complaint in writing within 5 working days.
3
Investigation
An investigation will be conducted by personnel not involved in the subject matter of the complaint. The investigation will:
- Gather and verify all necessary information
- Determine the validity of the complaint
- Identify root causes
- Determine corrective actions
Decision and Communication
30 calendar days
A decision will be made and communicated to the complainant within 30 calendar days of acknowledgment, unless additional time is required due to complexity.
Resolution
If the complaint is upheld, appropriate corrective actions will be implemented, including process improvements or policy revisions as necessary.

Appeals

Appeals Procedure

1
Submission
Within 30 calendar days
Appeals must be submitted in writing within 30 calendar days of the decision being appealed. Appeals should be sent to:
- Emailinfo@halalcs.eu
- Online formUse the form on this page
The appeal should include:
- Reference to the original decision
- Grounds for appeal
- Supporting documentation
Acknowledgment
5 working days
HCS (EU) will acknowledge receipt of the appeal in writing within 5 working days.
Independent Review
The appeal will be reviewed by an Appeals Panel consisting of personnel not involved in the original decision and not having a conflict of interest.
Decision
45 calendar days
The Appeals Panel will issue a decision within 45 calendar days of acknowledgment. The decision of the Appeals Panel is final.

Impartiality

Conflict of Interest Safeguards

In accordance with best practices for certification bodies, HCS (EU) ensures that:

Personnel who provided consultancy to a client cannot participate in review or approval of complaints or appeals for that client within 2 years of the consultancy engagement
All complaint and appeal decisions are made by personnel independent of the original certification activity
Confidentiality of all parties is maintained throughout the process

Records and Reporting

HCS (EU) maintains documented procedures for receiving, evaluating, and deciding complaints and appeals. All records are maintained for 10 years for accountability and transparency purposes.

Submit online

Complaint and Appeal Form

Use this form to submit a complaint or an appeal. We will acknowledge receipt in writing within 5 working days.

Our Office

Halal Certification Services certifies companies all over the world. Our auditors can support you in your local language. Get in touch with our office in Germany.

Germany