Our aim is to provide the best customer experience, with responsive helpful assistance throughout the certification process. However there may be occasions when a customer feels we can improve our services. For feedback, complaints or appeals, please use our contact form, with the relevant subject line feedback, complaints or appeals, and we will send across the relevant form to be completed. Complaints or appeals will be investigated by an independent committee, and will not result in any discriminatory action to the appellant or complainant. All feedback we receive is reviewed to ensure we continuously provide the best possible service.
Impartiality is the cornerstone of our certification activities. HCE management is committed to ensuring impartiality throughout our certification activities. Our system, procedures and structure are founded on minimising and eliminating risks to impartiality or conflicts of interest. As an independent legal entity, we enjoy independence from organisational pressures. Our impartiality committee, procedures and risk analysis ensure that we maintain our impartiality in our services. For more information on our impartiality, please use the contact form with the subject line ‘impartiality’.