Appeals Policy

Purpose

The appeals process exists to correct genuine errors in audit reports. It is not intended to challenge assessor judgement, perception, or adjust scores for bonus purposes. Each report undergoes rigorous quality checks before release; appeals should only be raised where there is clear, verifiable evidence of error.

Our questionnaires define clear service standards, and retrospective score changes can create inconsistencies and compromise fairness - particularly where bonuses apply. HGEM provides objective mystery guest reports, not post-visit investigations. Appeals are intended solely to address genuine errors.

Valid Grounds for Appeal

Appeals will only be considered under the following circumstances:

• Scoring Error: Comment does not match the score.
• Brief Not Followed: Assessor failed to order required items.
• Operational/Technical Issues e.g. equipment failure, supply shortages.
• Incorrect Location: Visit occurred at the wrong site.
• Account Discrepancy: Assessor’s account conflicts with client records (subject to evidence requirements below).

Role of Approver

Approvers act as gatekeepers of the process and must:

• Forward only appeals that meet the valid grounds outlined in this policy
• Act impartially and base decisions solely on evidence and policy
• Have no incentive or bonus tied to audit score outcomes
• Uphold fairness, consistency, and data integrity

Any approver who fails to follow policy will have approval permissions removed.

Questionnaire Maintenance

Clients are responsible for notifying HGEM of any operational changes or updates to standards so that questionnaires remain accurate and up to date. This ensures fair measurement and reduces the need for appeals.

Evidence Requirements

Evidence that can be provided to support an appeal includes:

• Written summary of events
• Receipts
• Images with specific timestamps

Important: HGEM’s Data Processing Agreement does not permit processing CCTV footage; therefore, CCTV cannot be accepted as evidence.

Limitations

To maintain fairness and prevent misuse, HGEM may implement limits on the number of appeals per client within a defined period. These limits will be communicated in advance and reviewed periodically.

Excessive or Unreasonable Use

The appeals function is designed for occasional, legitimate corrections. Repeated or unreasonable use of appeals beyond the scope of this policy will be treated as a chargeable service, as it requires additional administrative resources.

For feedback on standards, scoring criteria, or report interpretation, please contact your Client Success Manager. HGEM remains committed to ensuring the programme reflects your brand standards and drives meaningful operational improvement.