Appeals & Complaints
DHCE takes all concerns and complaints seriously. Feedback helps us maintain the high standards we are committed to and resolve issues in a fair, procedural, and transparent way.
Your Feedback Matters to Us
DHCE recognises that sometimes things go wrong and that actions or decisions may not always meet expectations. We are committed to resolving any concerns in a procedural and transparent way that is consistent with our quality standards, ethical values, and business objectives.
Our Appeals & Complaints Procedure is available to anyone who uses or wishes to use DHCE services (including audit, inspection, and halal certification), as well as those involved in or affected by DHCE activities.
All complaints and appeals are handled with strict confidentiality and a commitment to fairness at every stage of the process.
Appeals & Complaints Form
Download our official form to submit a complaint or appeal in writing. Complete and return it to appeals@halalcertification.ie.
Download Form (PDF)PDF format • Return by email to appeals@halalcertification.ie
Who Can Raise a Complaint or Appeal?
DHCE’s Appeals & Complaints Procedure is open to anyone who uses or wishes to use our services, as well as those involved in or affected by our activities. You should register a complaint or appeal when you are dissatisfied with any aspect of DHCE’s services.
What to Include in Your Submission
Your full name
Name and details of your organisation (if applicable)
Your phone number and email address
A clear description of the nature of your complaint or appeal
Any relevant supporting documents
Address your submission to the Managing Director
Send by email to appeals@halalcertification.ie
A Clear, Two-Stage Procedure
All complaints and appeals follow a structured two-stage process with defined timelines at each stage, ensuring every concern receives a thorough and fair response.
Internal Review by the Managing Director
Your complaint or appeal is handled by a panel of at least two DHCE officials, headed by the Managing Director. Following a thorough investigation, a written response will be issued to you within 14 days of receipt.
Independent Appeals & Complaints Committee
If the Stage 1 response does not meet your expectations, you may escalate the matter within 7 days of receiving the Stage 1 response. The case is then passed to an independent Appeals & Complaints Committee for further review. Their decision is final.
What Happens After You Submit
Once your complaint or appeal has been received, DHCE follows a consistent and transparent process to ensure it is handled properly at every step.
Acknowledgement
DHCE will acknowledge receipt of your complaint or appeal in writing, confirming that it has been received and is being processed.
Within 5 working daysFull Response
Following a thorough investigation, a full written response will be provided. If escalated to the independent committee, you will be notified in writing when this occurs.
Within 14 days of receiptConfidentiality
DHCE will respect your confidentiality throughout. Details of your complaint or appeal will only be shared with the Appeals & Complaints Committee where required, and you will be notified if a formal hearing is deemed necessary.
Protected at all stagesWe Are Here to Help Resolve It
If you have a concern, complaint, or wish to appeal a certification decision, download the form below and send it to our team. We aim to acknowledge all submissions within 5 working days.
