Grievance Policy

Grievance Policy

1. Purpose and Commitment

Fluvio Ltd is committed to conducting business ethically, transparently, and in alignment with its mission to maximise the scale and impact of river and wetland restoration. This grievance policy establishes a fair, accessible, and transparent process for stakeholders to raise concerns and ensures that all grievances are handled promptly, consistently, and without fear of retaliation.

This policy aligns with B Corp principles of accountability, stakeholder governance, and social/environmental responsibility.

 

2. Scope

This policy applies to the following stakeholders:

• Customers/Clients
• Workers (employees, contractors, interns)
• Suppliers and partners

It covers grievances related to Fluvio Ltd’s operations, services, conduct, and impacts.

 

3. Grounds for Accepting a Grievance

A grievance will be accepted where the concern relates to one or more of the following:

3.1 Ethical and Professional Conduct

• Misconduct, unethical behaviour, or conflicts of interest
• Breach of company values or policies

3.2 Environmental and Social Impact

• Harm to ecosystems, biodiversity, or local communities
• Failure to meet environmental standards or commitments

3.3 Workplace Issues (Workers)

• Discrimination, harassment, or bullying
• Unsafe working conditions
• Breach of employment terms

3.4 Service Delivery (Customers)

• Failure to meet agreed deliverables or standards
• Misrepresentation of services

3.5 Supply Chain Concerns (Suppliers)

• Unfair procurement practices
• Breach of contractual or ethical obligations

3.6 Legal or Regulatory Non-Compliance

• Violations of applicable laws or regulations.

 

4. Submitting a Grievance

Grievances can be submitted via:

• Email: info@fluvio.co.uk
• In writing or verbally to a designated company representative

Anonymous grievances will be accepted, though this may limit the ability to investigate fully.

 

5. Grievance Process and Timeline

Fluvio Ltd is committed to resolving grievances in a timely and structured manner.

Step 1: Acknowledgement (Within 5 Working Days)

• Confirm receipt of the grievance
• Provide an overview of the process and expected timelines

Step 2: Initial Assessment (Within 10 Working Days)

• Determine whether the issue qualifies as a grievance under this policy
• If not accepted:
  • Provide a clear explanation to the complainant
  • Where possible, redirect to appropriate channels

Step 3: Investigation (Within 30 Working Days)

• Assign an impartial investigator or team
• Gather relevant evidence and stakeholder input
• Maintain confidentiality throughout

Step 4: Proposed Resolution (Within 45 Working Days)

• Share findings with relevant decision-makers
• Develop a proposed resolution

Step 5: Communication of Outcome (Within 50 Working Days)

• Communicate:
  • Findings
  • Actions to be taken
  • Expected timelines for implementation

Step 6: Closure (Within 60 Working Days)

• Confirm resolution has been implemented
• Obtain acknowledgement from the complainant where possible
• Formally close the grievance

Note: Complex cases may require extended timelines; in such cases, the complainant will be informed with justification.

 

6. Resolution Mechanisms

Resolutions will be proportionate to the grievance and may include:

• Corrective actions (e.g., process improvements, environmental remediation)
• Disciplinary action (for internal misconduct)
• Contractual adjustments or renegotiation
• Financial compensation (where appropriate)
• Mediation or facilitated dialogue between parties

Fluvio Ltd prioritises fair, transparent, and restorative outcomes wherever possible.

 

7. Communication with Complainants

Fluvio Ltd will:

• Provide regular updates at each stage of the grievance process
• Clearly communicate:
  • Status updates
  • Delays and reasons
  • Final outcomes

At the conclusion of the process, Fluvio Ltd will either:

• Confirm resolution, including actions taken; or
• Explain why the issue was not accepted as a grievance, including reasoning and any alternative options.

 

8. Protection Against Retaliation

Fluvio Ltd strictly prohibits retaliation against any individual or organisation raising a grievance in good faith.

8.1 Protections Include:

• Confidential handling of identity where requested
• Secure data management
• Limited disclosure on a need-to-know basis

8.2 Prohibited Retaliation Includes:

• Dismissal or demotion
• Harassment or intimidation
• Loss of business or unfair treatment
• Any adverse action linked to raising a grievance

8.3 Controls and Safeguards

• Independent oversight of grievance handling where appropriate
• Separation of investigators from implicated parties
• Escalation routes to senior leadership or external advisors
• Disciplinary consequences for retaliation

Any reported retaliation will be treated as a serious breach of company policy.

 

9. Governance and Oversight

• A designated Grievance Officer will be responsible for managing the process
• Senior leadership reviews grievance trends and outcomes periodically
• Learnings from grievances are used to improve policies, practices, and environmental/social impact.

 

10. Record-Keeping and Reporting

Fluvio Ltd will:

• Maintain secure records of all grievances and outcomes
• Monitor patterns to identify systemic issues
• Report aggregated grievance data internally and, where appropriate, in sustainability or B Corp reporting.

 

11. Accessibility and Review

• This policy will be made publicly available to stakeholders
• It will be reviewed annually to ensure alignment with best practice and B Corp standards
• Feedback from stakeholders will inform ongoing improvements

Effective Date: 17/04/2026
Approved By: Gary Bilotta (Director) and Matt Turley (Director)