Raising a Concern

We want our work and relationships to reflect our values. If you believe we have acted inconsistently with those values, or that our actions have negatively affected you, your organisation or your community, we encourage you to let us know.

This procedure explains how stakeholders can raise concerns about our work, conduct or impact. Where appropriate, concerns raised through this process will be treated as formal grievances.

How to raise a concern

Anyone affected by our work can raise a concern, including employees, freelancers, suppliers, clients, partners and members of the public.

Please contact us at [email protected]. Emails are received by both the CEO and Head of People to ensure concerns are reviewed promptly and handled appropriately.

What we will consider

We will generally consider concerns relating to:

our business practices, behaviour or decisions
treatment of employees, contractors, suppliers, clients or partners
equality, diversity, inclusion or accessibility concerns
environmental or social impacts of our activities
breaches of our policies, commitments or values

If we do not consider a submission to be a formal grievance, we will explain why.

What happens next

We will acknowledge receipt within 5 working days.
We will review the information and decide whether to treat it as a formal grievance, usually within 10 working days.
If accepted, we will investigate the issue and aim to provide an outcome within 30 working days. If more time is needed, we will keep you updated.
We will communicate the outcome and confirm when the matter is closed.

Protection from retaliation

We do not tolerate retaliation against anyone who raises a concern in good faith. Concerns will be handled sensitively and information will only be shared with those involved in reviewing and resolving the issue.

Keeping you informed

We will keep you updated throughout the process and explain either:

how the concern has been resolved; or
why the issue has not been accepted as a formal grievance.