Complaints Process
Purpose
AMBITIOUS is committed to upholding the highest standards of social and environmental performance, transparency, and accountability. In line with B Corp requirements, this policy provides a clear mechanism for all stakeholders — including employees, clients, suppliers, partners, and community members — to raise grievances or concerns relating to our operations, impacts, or conduct.
Scope
This policy applies to all stakeholders affected by AMBITIOUS’s activities, such as clients, suppliers and contractors, partners and members of the public. It accompanies internal anonymous reporting channels and whistle-blower protection and grievance mechanisms for employees.
Grievances may be submitted on the following grounds:
· Unsafe or hazardous working conditions
· Discrimination, harassment, or bullying
· Breaches of health and safety regulations
· Unfair labour practices or violations of workers’ rights
· Environmental impacts
· Social impacts
· Governance and ethics
· Transparency and accountability
· Product or service concerns
· Supply chain conduct
Grievances outside these categories may also be considered if they relate to material, credible, and specific concerns about AMBITIOUS’s operations or impacts.
Submission of Grievances
Stakeholders may submit grievances via these channels:
Email: [email protected], FAO Lis Anderson, Director
Phone: 0117 905 1177
Post: FAO Directors, AMBITIOUS, 26 Oakfield Road, Bristol, BS8 2AT
Please include your name, contact details, a description of the grievance, relevant dates, and any supporting documentation. Anonymous submissions are accepted, but providing contact details enables us to investigate and respond more effectively.
Process
1. Acknowledgement:
Grievances will be acknowledged within 5 business days, with an overview of the process and estimated timeline for resolution.
2. Investigation:
Grievances will be reviewed by a Director or nominated person. An initial review will be conducted within 15 business days to determine if the grievance falls within the scope of this policy. If necessary, a full investigation will be initiated.
3. Resolution:
We aim to resolve grievances within 20 business days of acknowledgement. Outcomes may include corrective actions, policy changes, or other appropriate measures. If a grievance is not accepted, we will provide a rationale.
4. Appeals:
If dissatisfied with the outcome, stakeholders may appeal within 10 business days. Appeals will be reviewed by a senior management team, with a final decision communicated within 20 business days.
Confidentiality
All grievances will be treated confidentially. Information will only be shared with those directly involved in the investigation and resolution process, in accordance with data protection laws. Consent will be sought before sharing information with additional parties.
Protection Against Retaliation
AMBITIOUS prohibits retaliation against any stakeholder who raises a grievance in good faith. Processes and controls are in place to protect whistleblowers, including confidential reporting channels and oversight by senior management. Any breaches of confidentiality or retaliation will result in disciplinary action.
Monitoring and Reporting
All grievances and resolutions are documented and reviewed periodically to identify trends and areas for improvement. Feedback is used to enhance our policies and practices.
Reference to B Corp Standards
This policy is designed to meet and exceed the requirements set out by B Lab for certified B Corporations, including the provision of a transparent, accessible, and effective grievance mechanism for all stakeholders. For more information on B Corp standards, visit B Lab’s website.
