DRose is committed to providing a fair and transparent process for addressing grievances and complaints. We aim to resolve issues promptly and effectively, ensuring that all contractors, associates, and partners feel heard and respected.

Objectives:

To provide a clear and fair procedure for raising and addressing grievances and complaints.

To ensure that grievances and complaints are handled promptly, fairly, and consistently.

To include third-party scrutiny in the grievance process to ensure impartiality and fairness.

Scope:

This policy applies to all contractors, associates, and partners working with D’Rose.

Key Principles:

Fairness and Transparency: All grievances and complaints will be handled in a fair, transparent, and consistent manner.

Confidentiality: Information related to grievances and complaints will be kept confidential and shared only with those involved in the resolution process.

Impartiality: A third-party scrutiny process will be included to ensure impartiality and fairness in handling grievances and complaints.

Timeliness: Grievances and complaints will be addressed promptly to ensure timely resolution.

Procedure:

Informal Resolution: Wherever possible, grievances and complaints should be resolved informally through discussion with the relevant parties.If the issue cannot be resolved informally, the formal grievance procedure should be followed.

2. Formal Grievance Procedure:

Step 1: Submission of Grievance The individual should submit their grievance in writing to [email protected] with Subject title CONFIDENTIAL.The grievance should include details of the issue, any relevant evidence, and the desired outcome.

Step 2: Acknowledgement D’Rose Management Team will acknowledge receipt of the grievance within five working days.

Step 3: Investigation D’Rose Management Team will conduct a thorough investigation, gathering all relevant information and evidence.The investigation may involve interviews with the parties involved and any witnesses.

Step 4: Third-Party Scrutiny An independent third party, not involved in the grievance, will review the investigation findings to ensure impartiality and fairness.

Step 5: Resolution Meeting A resolution meeting will be held with the individual who raised the grievance, D’Rose Management Team, and the third-party reviewer.The outcome of the investigation and proposed resolution will be discussed.

Step 6: Decision A decision will be made and communicated in writing to the individual within ten working days of the resolution meeting.The decision will include details of any actions to be taken to resolve the grievance and improve services in the future.

3. Appeals:

If the individual is not satisfied with the outcome, they may appeal the decision in writing within ten working days.

The appeal will be reviewed by a different independent third party, and a final decision will be communicated within ten working days of the appeal submission.

Responsibilities:

DRose Management Team: Responsible for managing the grievance process, conducting investigations, and ensuring timely resolution.

Third-Party Reviewer: Ensures impartiality and fairness in the grievance process by reviewing investigation findings and decisions.

DRose Management Team: Ensures that the grievance and complaints procedures are implemented and followed consistently.

Review:

This policy will be reviewed annually and updated as necessary to ensure ongoing compliance with UK legislation and best practices.

Next review – December 2026