Grievance Procedure
1. Purpose and Objectives
The grievance procedure enables employees, suppliers, contractors, customers, community members, and other stakeholders to:
● Safely raise concerns about any company practice, communication, or decision that may cause, contribute to, or be linked with negative social, environmental, or ethical impacts.
● Seek timely resolution, remediation, or explanation without fear of retaliation.
● Contribute to continual improvement of Gloucester Brewery’s performance and governance.
This mechanism is a key component of Gloucester Brewery’s broader human rights due diligence and ESG accountability framework.
2. Scope and Accessibility
The grievance process is available to:
● Internal stakeholders: Employees, contractors, and temporary staff.
● External stakeholders: Suppliers, customers, partners, community members, NGOs, investors, regulators, and other affected parties.
Grievances may be raised through multiple channels to ensure accessibility: ● Dedicated email address kai@gloucesterbrewery.co.uk or if the proposer wishes to remain anonymous through our third party HR kate@brave-people.com
● Physical submission through the brewery which is publicly accessible form 0800-2200 Monday to Friday.
Information about the mechanism and its channels is publicly available on the company website and in supplier and community engagement materials.
3. Acceptable Grounds for a Grievance
The company accepts grievances relating to:
● Unethical, unsafe, or unlawful company practices.
● Environmental or social impacts (e.g., pollution, land use, community relations).
● Discrimination, harassment, or human rights abuses.
● Misleading or harmful communications or marketing.
● Breaches of contract, policy, or stakeholder commitments.
● Health, safety, or labor concerns in operations or supply chains.
Grievances that are clearly malicious, unrelated to company activities, or legally outside company control may not be accepted; in such cases, an explanation and referral to an alternative channel are provided.
4. Governance and Oversight
● The Grievance Officer (or equivalent) is responsible for receiving and coordinating grievance handling.
● Investigations are conducted by impartial personnel or third-party investigators where independence is required.
● Findings and learnings are integrated into risk management, materiality assessments and policy review processes.
5. Process and Timelines
Stage Description Target Timeline Responsible Party
- Submission Grievance received via designated channels and logged securely. Ongoing Complainant / Grievance Officer
2. Acknowledgment
Complainant receives written confirmation and case reference number. Within 5 working days Grievance Officer
3. Initial
Assessment Determination of whether the issue qualifies as a grievance and appropriate route for handling. Within 5 working days Grievance Officer
4. Acceptance or Explanation
If accepted, the complainant is notified and the investigation begins. If not accepted, a written explanation is provided (see Section 8). Within 10 working days HR / Compliance
5. Investigation
Fact-finding, stakeholder interviews, evidence review, and analysis of company practices or impacts. Within 20 working days Investigator / Compliance / HR
6. Communication of Progress
Regular updates are shared with the complainant during investigation. Every 10 working days Grievance Officer
7. Resolution & Feedback
Findings and proposed corrective actions are discussed with the complainant. Within 5 working days after investigation HR / Compliance
8. Written Outcome
Complainant receives written summary of findings, rationale, and corrective measures. Within 5 working days after resolution meeting HR / Sustainability Team
9. Appeal Process
Complainant may appeal to senior management if unsatisfied. Within 10 working days of outcome Senior Management
10. Final Decision
Company issues a final written decision and implements agreed actions. Within 15 working days of appeal Senior Management / Board Committee
6. Protection of Complainants
To ensure the mechanism is trusted and effective:
● Non-retaliation policy: Retaliation against any stakeholder who raises a grievance in good faith is strictly prohibited and treated as a disciplinary offence.
● Confidentiality: Identities and case details are handled securely and shared only on a need-to-know basis.
● Monitoring: HR, Compliance, or the Sustainability Team conducts follow-up to ensure no adverse treatment occurs.
● Anonymous reporting: Available for stakeholders who prefer not to disclose their identity, subject to jurisdictional limitations.
● Safe communication channels: Whistleblower and ethics channels are managed by independent third-party providers in some jurisdictions.
7. Resolution and Remediation
The company facilitates fair and effective resolution through:
● Dialogue and mediation between affected parties.
● Corrective actions (policy or procedural changes, staff retraining, disciplinary measures).
● Remediation such as apology, compensation, or restoration where harm has occurred.
● Systemic prevention by integrating lessons learned into sustainability and governance frameworks.
Progress and completion of corrective actions are tracked until full implementation.
8. Communication and Outcomes
a) When a Grievance Is Accepted
● The complainant is informed at each stage: acknowledgment, investigation start, progress updates, and resolution.
● Upon closure, a written confirmation is issued summarizing actions taken and measures implemented to prevent recurrence.
● Significant grievances and corrective actions may be disclosed in aggregated form in annual sustainability or ESG reports.
b) When a Grievance Is Not Accepted
● The complainant receives a written explanation detailing why the issue could not be addressed through this mechanism (e.g., outside scope, insufficient information, unrelated to company operations).
● The company provides guidance on alternative recourse channels (e.g., customer care, regulatory complaint mechanisms, or public mediation forums).
9. Monitoring and Reporting
● Grievance data (types, status, resolution rates, and timeframes) are tracked through a central system.
● Aggregate, non-identifiable data are reported annually in the Sustainability Report and reviewed by the Board or Ethics Committee.
● Key performance indicators include:
○ Number of grievances received and resolved.
○ Average resolution time.
○ Percentage of grievances closed with stakeholder satisfaction.
○ Actions implemented to address systemic issues.
10. Continuous Improvement
The company regularly reviews the grievance mechanism to ensure:
● It remains accessible, trusted, and effective for all stakeholder groups.
● It aligns with evolving international standards and stakeholder expectations.
● Feedback from users and lessons learned inform updates to policies, training, and communication materials.
