Grievance & Complaints Procedure

 

Purpose

We are committed to fostering a respectful, safe, and ethical working environment and to acting responsibly toward all our stakeholders.

This grievance procedure exists to allow stakeholders to raise concerns, report issues, and seek resolution in a fair, transparent, and confidential manner.

Who can raise a grievance

This procedure is open to all stakeholders, including but not limited to:

  • Employees and workers
  • Suppliers and partners
  • Customers
  • Investors
  • Members of the communities where we operate

     

What issues can be raised

Grievances may relate to, for example:

  • Workplace conduct, harassment, or discrimination
  • Health, safety, or well-being concerns
  • Ethical issues or conflicts of interest
  • Environmental or social impacts
  • Supplier or customer treatment
  • Any action or behaviour that may conflict with our values or policies

Grievances must be raised in good faith.


How to submit a grievance

Stakeholders can raise a grievance by sending us an email to: grievance@buddybuddy.co

Grievances may be submitted anonymously by using an email address that does not reveal the sender’s identity or by choosing not to provide personal details.

Anonymous grievances are treated with the same seriousness as named complaints. However, anonymity may limit our ability to request clarification or provide feedback.

Grievance process & timelines

We aim to manage grievances in a timely and fair manner:

  1. Acknowledgement
    Receipt of the grievance will be acknowledged within 5 working days (unless submitted anonymously).
  2. Initial review
    The grievance will be reviewed to determine whether it falls within the scope of this procedure, typically within 10 working days.
  3. Investigation
    Where appropriate, relevant information will be gathered, and involved parties may be consulted confidentially.
  4. Resolution
    Possible outcomes may include explanation, mediation, corrective actions, policy or process improvements, or other appropriate measures.
  5. Communication & closure
    The complainant will be informed of the outcome and notified when the grievance is considered resolved.


Handling and responsibility

Grievances are handled by the person responsible for Staff Engagement / HR.

If a grievance concerns the person normally responsible for handling grievances, it will be escalated to a designated company owner or, where appropriate, an independent third party.


Confidentiality & protection against retaliation

  • All grievances are handled confidentially and shared only with those necessary to manage and resolve the issue.
  • We strictly prohibit any form of retaliation against individuals who raise concerns in good faith.
  • Retaliation may result in disciplinary action.

 

Continuous improvement

Where appropriate, grievances help us identify areas for improvement in our policies, practices, and culture.


Relationship to Our Values & Code of Conduct

This grievance procedure supports our commitment to acting in line with our values and Code of Conduct. Stakeholders are encouraged to raise concerns about any behaviour or practice that may conflict with our values, including respect, fairness, inclusion, integrity, and care for people and the environment.


Last updated: February 2, 2026