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Stakeholder Grievance Procedure

Our Commitment

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Projects is committed to operating responsibly, ethically and transparently.

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We recognise that concerns and grievances provide valuable opportunities to improve the way we operate and strengthen relationships with our stakeholders. We encourage anyone affected by our business to raise concerns where they believe our actions, decisions or behaviour have fallen short of our commitments or may have caused harm.

This procedure is available to all stakeholders and provides a clear, fair and confidential process for raising concerns and seeking resolution.

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Who Can Raise a Grievance?

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This procedure is available to any stakeholder, including:

  • employees;

  • members and customers;

  • suppliers and contractors;

  • investors and business partners;

  • applicants;

  • local residents and community organisations;

  • charities and partner organisations;

  • any individual or organisation affected by Projects' activities.

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Grievances can be submitted by emailing hello@workatprojects.co.uk

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What Can a Grievance Be About?

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Projects will consider grievances relating to matters including, but not limited to:

  • unethical or irresponsible business conduct;

  • discrimination, harassment or unfair treatment;

  • human rights concerns;

  • environmental impacts;

  • health and safety concerns;

  • accessibility or inclusion issues;

  • supplier conduct;

  • community impacts;

  • corruption, bribery or conflicts of interest;

  • breaches of our published policies or commitments;

  • any behaviour that is inconsistent with Projects' values.

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General customer service enquiries, booking requests or maintenance issues should continue to be reported through our normal operational channels unless they raise wider concerns about our conduct.

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Our Grievance Process

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Step 1 – Submit a Grievance

A grievance may be submitted through our website or via email.

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Where possible, stakeholders should include:

  • a description of the concern;

  • when it occurred;

  • anyone involved;

  • any supporting information or evidence;

  • the outcome they are seeking.

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Anonymous grievances will be considered wherever sufficient information is provided to investigate the concern.

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Step 2 – Acknowledgement

We aim to acknowledge receipt of all grievances within five working days.

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The complainant will receive confirmation that the grievance has been received together with an explanation of the next steps.

 

Step 3 – Assessment

The Leadership Team will review the information provided to determine whether the issue falls within the scope of this procedure.

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If the issue is not accepted as a formal grievance, we will explain the reasons and, where appropriate, direct the individual to a more suitable process.

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Step 4 – Investigation

Where a grievance is accepted, Projects will investigate the matter fairly and proportionately.

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This may include:

  • reviewing relevant documents;

  • speaking with those involved;

  • gathering additional evidence;

  • seeking independent advice where appropriate.

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The complainant will be kept informed of progress throughout the investigation.

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We aim to complete investigations within 30 working days, although more complex matters may require additional time. Where this happens, regular updates will be provided.

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Step 5 – Resolution

Following the investigation, Projects will communicate the outcome to the complainant.

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Where appropriate, resolutions may include:

  • an explanation or clarification;

  • an apology;

  • corrective action;

  • changes to procedures or policies;

  • further monitoring or review;

  • any other reasonable action to address the concern.

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Where appropriate, we will confirm when the grievance has been resolved.

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Protection from Retaliation

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Projects has zero tolerance for retaliation against anyone who raises a concern honestly and in good faith.

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No stakeholder will be disadvantaged, treated unfairly or suffer retaliation because they have raised a grievance or participated in an investigation.

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Where allegations of retaliation are identified, they will be investigated and addressed through the appropriate internal procedures.

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Confidentiality will be maintained wherever possible, recognising that certain investigations may require information to be shared with relevant individuals in order to investigate the matter fairly.

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Governance

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Overall responsibility for this procedure sits with the Projects Leadership Team.

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The Leadership Team is responsible for:

  • ensuring grievances are managed fairly and consistently;

  • overseeing investigations where appropriate;

  • monitoring trends and recurring issues;

  • ensuring lessons learned are reflected in improvements to policies, procedures and operations.

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Learning and Continuous Improvement

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Projects views grievances as an opportunity to improve.

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We will periodically review grievances to identify:

  • recurring themes;

  • opportunities to improve policies;

  • operational improvements;

  • training needs;

  • wider stakeholder concerns.

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Where appropriate, these insights will inform future decision-making and continuous improvement across the business.

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All grievances will be handled fairly, respectfully and in accordance with the principles set out in this procedure.

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