Raising a concern

Gibsons Games recognises that, from time-to-time employees or external stakeholders may raise concerns with the company. It is, therefore, important, and in everyone’s interest, to try to resolve any grievance promptly.

Objective

We at Gibsons Games, are committed to fostering an inclusive and respectful environment for all stakeholders, including employees, contractors who operate within the company, customers, suppliers, business partners and community members. We recognise the importance of addressing grievances promptly and fairly, ensuring all stakeholders are treated with dignity and respect.

We are opposed to all forms of unlawful discrimination and harassment and seek to create and maintain a working environment where you are treated with dignity and respect. All complaints of discrimination or harassment will be treated seriously and dealt with promptly, efficiently, and, so far as is possible, in confidence.

Scope

This policy applies to all stakeholders, both internal (employees, contractors) and external, (customers, suppliers, community members and business partners). However, specific provisions for employees versus other stakeholders are delineated to ensure a tailored and effective grievance resolution process.

When to use this policy?

Gibsons Games recognises that, from time to time, problems and misunderstandings may arise during the course of employment or doing business. It is, therefore, important, and in everyone’s interest, to try to resolve any grievance promptly.

You may use this procedure if you believe you have:

• Been treated unfavourably in contravention of our Equality & Diversity Policy.
• Been subject to any form of harassment or bullying in the course of your work.
• Witnessed the harassment of a stakeholder or any bullying or otherwise unacceptable behaviour on the part of a colleague or individual.
• For external stakeholders, if you have a serious complaint or concern that you wish to raise with the company.

If you raise a genuine complaint under this procedure in good faith, you will not be subject to any unfavourable treatment or victimisation as a result of making a complaint.

We have created this procedure in accordance with the ACAS Code of Conduct and the statutory requirements regarding grievance issues.

Non-retaliation and stakeholder protection

Gibsons Games guarantees the protection of all stakeholders who raise grievances in good faith. We strictly prohibit any form of retaliation against those who file grievances, provide feedback or participate in investigations. Processes and controls are in place to ensure confidentiality and safeguard the rights of all individuals involved, with separate procedures for employees and external stakeholders as outlined below.

How to raise a grievance

For employees:

• Informal process: employees are encouraged to address grievances informally with their immediate line manager. In this case, they will try to assist you in finding an informal solution to the problem. If you have already raised this informally but to no avail, or if your grievance is about your line manager or the complaint is one of a serious nature, you may elect to raise a formal complaint.
• Formal process: if unresolved, employees may file a formal grievance via email which will instigate the process which is outlined below.

For external stakeholders:

• You can submit a report using the form below or email us with the required information at hello@gibsonsgames.co.uk 

Grievance process

Once a grievance is submitted, the following steps will be taken:

For employees:

• Employees may refer to our Grievance Policy in the Staff Handbook

For external stakeholders

Acknowledgement

• The grievance will be acknowledged within 3 business days.

Evaluation

• The grievance will be reviewed by the relevant department to determine its grounds and relevance within 5 business days.

Investigation and resolution

• If found to be valid, an impartial investigation will be conducted, and a resolution facilitated within 5 business days wherever possible.

Communication and transparency

Any stakeholder (whether internal or external), will be informed of the following:

• Grounds for accepting or rejecting the grievance. Clear criteria will be provided.
• Process updates: regular updates will be shared at each step of the grievance process.
• Resolution: details of the resolution or a rationale for rejecting the grievance will be communicated in writing.

Appeals

External stakeholders may appeal within 10 business days of receiving the decision. An independent review will be conducted, and a final decision will be communicated within 20 business days.

Processes and controls

To ensure stakeholder protection and compliance with this policy the following processes and controls are in place:

• Confidentiality: grievances will be handled with strict confidentiality
• Independent oversight: an impartial manager or third-party investigator will oversee the grievance process
• Training: all employees involved in handling grievances will receive training

Policy update

We will review this policy at least once a year to ensure alignment with best practices, legal compliance within the UK and B Corp criteria. We reserve the right to update it at any time.

Stakeholder Grievance 

You may submit your concern through the form below, or send us the required information via email at hello@gibsonsgames.co.uk