Our Grievance Policy

1. Purpose and Scope:

This Grievance Mechanism is established to provide all stakeholders - including employees, suppliers, customers, community members, and other partners - with accessible, safe, and transparent channels to raise concerns. The mechanism covers issues related to workplace conduct, ethical breaches, environmental and social impacts, and any other matter affecting stakeholders’ rights or wellbeing.

2. Access Points

Stakeholders can raise a Grievance through the following channels:

  • Online Grievance Form: Available on the company’s website under “About Us → Report a Concern → Online Grievance Reporting Form”
  • General Contact Email:
  • Whistleblower/Ethics Hotline:
    Telephone Number (Calling From Ireland): 01 678 7971
    Telephone Number (Calling From Outside Ireland): 00353 1 678 7971

    Our Opening Hours (Local Time - GMT)
    Monday – Thursday: 9am – 5pm
    Friday: 9am – 4.30pm
    Lunchtime (Monday-Friday): 1pm - 2pm 

    For grievances enquiries that we receive outside of our opening hours we will come back you as soon as possible on the next working day and for grievances enquiries that we receive during lunchtime, we will come back to you as soon as possible after 2pm.

  • Direct Engagement: Open-door policy for employees and worker committees.
  • Supplier & Customer Channels: Dispute resolution provisions in contracts and a customer services department to handle complaints.

3. Whistleblower Protection Policy

The company is committed to protecting whistleblowers and all individuals who raise grievances.

  • Non-Retaliation Commitment: Retaliation of any kind (dismissal, harassment, intimidation) is strictly prohibited.
  • Consequences: Any employee or manager found retaliating will face disciplinary measures, up to and including termination.
  • Confidentiality: All reports will be treated with strict confidentiality. Information will be shared only on a need-to-know basis and with prior consent where possible.
  • Risk Assessment: Independent third parties may be engaged to assess risks for vulnerable stakeholders.

4. Grievance Process

  1. Submission: A Grievance is received through any of the access points.
  2. Acknowledgment: Within 5 working days, the complainant receives a written acknowledgment and is informed about the process.
  3. Assessment: The Grievance is reviewed to determine grounds for acceptance. If not accepted, a rationale is provided.
  4. Investigation: Relevant parties are consulted, ensuring confidentiality and consent.
  5. Resolution: A resolution plan is developed and shared with the complainant. Deadlines for resolution are communicated (normally within 30 days).
  6. Closure: Outcome is confirmed in writing. If the complainant is not satisfied, appeal mechanisms (e.g., escalation to management, mediation) are available.

5. Transparency and Communication

  • Complainants are informed about who will handle their grievance.
  • Regular updates are provided on progress.
  • Outcomes are shared with respect to confidentiality.

6. Capacity Building

  • Staff responsible for handling grievances receive specialized training in confidentiality, non-retaliation, and sensitivity to vulnerable groups.
  • Worker representatives and committees are engaged in monitoring the effectiveness of the mechanism.

7. Monitoring and Reporting

  • The company publishes an annual summary of Grievances received, types of issues, and resolutions (with no personal identifiers).
  • Regular internal audits and external assessments ensure the mechanism’s effectiveness.

If you would like to notify us about a grievance that you have about our service, please click – HERE – and you will be redirected to our online Grievance Form so that you can submit this to us and we can investigate it and come up with a suitable resolution for you.

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