Grievance Policy

Version 1.1  

Customer & Stakeholder Grievance Policy 

For Belvoir Farm Drinks Ltd 

1. Purpose

This policy sets out how Belvoir Farm Drinks Ltd enables customers and broader stakeholders to raise grievances and how such grievances are handled in a fair, transparent, timely, and accountable manner. 

We are committed to ensuring that all grievances are addressed effectively and without risk of retaliation, and that learnings are used to continuously improve our business practices. 

 2. Scope

This policy applies to all stakeholders, including but not limited to: 

  • Customers  
  • Contractors 
  • Suppliers and partners  
  • Distributors and retailers  
  • Local communities  
  • Any individual or group impacted by our operations  

It covers grievances related to: 

  • Product quality and safety  
  • Customer service and interactions  
  • Delivery and distribution  
  • Pricing and billing  
  • Marketing and advertising practices  
  • Ethical, social, or environmental concerns (environmental grievances are handled proactively using the Belvoir Farm environmental near miss reporting process.) 

The grievance procedure for employees is covered by the Employee Handbook. 

 3. Accessibility of the Grievance Mechanism

Belvoir Farm Drinks Ltd provides a publicly accessible grievance mechanism via: 

  • Phone: 01476 870286  
  • Postal address: Barkestone Lane, Bottesford, Leics, NG13 0DH 

This policy will be published on our website to ensure stakeholders can easily understand how to raise a grievance. 

Support will be provided where needed to ensure grievances can be raised safely and without barriers. 

4. Definition of a Grievance

A grievance is any expression of concern, complaint, or dissatisfaction raised by a stakeholder in relation to the products, services, or operations of Belvoir Farm Drinks Ltd. 

5. Grounds for Accepting a Grievance

A grievance will be accepted where it: 

  • Relates to the activities, products, services, or operations of Belvoir Farm Drinks Ltd  
  • Is submitted in good faith  
  • Provides sufficient information to allow assessment and investigation  

If a matter does not meet these criteria, it may not be treated as a formal grievance. In such cases, the stakeholder will receive a clear explanation. 

6. Principles

All grievances will be managed in line with the following principles: 

  • Accessibility – Clear and easy routes to raise concerns  
  • Fairness & Objectivity – Impartial assessment of all grievances  
  • Transparency – Ongoing communication with the complainant  
  • Timeliness – Defined and adhered-to response timelines  
  • Confidentiality – Protection of personal and sensitive information  
  • Non-Retaliation – Protection of stakeholders from any form of retaliation  
  • Accountability – Clear ownership and oversight of each case  

7. Protection Against Retaliation

Belvoir Farm Drinks Ltd strictly prohibits any form of retaliation against individuals who raise grievances in good faith. 

Measures include: 

  • Confidential handling of complaints where appropriate  
  • Restricted access to sensitive information  
  • Escalation routes independent of line management (where relevant)  

Any concerns regarding retaliation will be treated as a serious breach of policy. 

8. Grievance Handling Process

Step 1: Acknowledgement 

  • All grievances will be acknowledged within 2 business days  
  • Confirmation of receipt and next steps will be provided  

 Step 2: Assessment 

  • The grievance will be reviewed to determine:  
  • Whether it meets acceptance criteria  
  • The level of risk and priority  
  • If not accepted as a formal grievance, the stakeholder will receive:  
  • A clear explanation  
  • Guidance on alternative routes (if applicable)  

Step 3: Investigation 

  • A designated responsible person will be assigned  
  • Investigation may include:  
  • Internal reviews  
  • Product or batch analysis  
  • Stakeholder interviews  
  • Review of relevant documentation  

Step 4: Resolution 

  • A response will be provided within 5–10 business days (or communicated if longer is required)  

Resolutions may include: 

  • Refund, replacement, or corrective action  
  • Apology and explanation  
  • Operational or process changes  
  • Preventative measures  

Step 5: Communication & Closure 

  • The stakeholder will receive:  
  • A clear summary of findings  
  • Actions taken  
  • Confirmation when the grievance is considered resolved  

Progress updates will be provided throughout the process. 

9. Escalation Process

If the stakeholder is not satisfied: 

  • The grievance may be escalated to a senior manager or designated independent reviewer  
  • A final response will be issued within 5 additional business days  

10. Roles and Responsibilities

  • A designated Grievance Officer / Responsible Manager will:  
  • Oversee grievance handling  
  • Ensure timelines and quality of responses  
  • Maintain records and reporting  
  • All employees of Belvoir Farm Drinks Ltd are responsible for:  
  • Identifying and reporting grievances  
  • Cooperating with investigations  

11. Tracking, Monitoring, and Reporting

  • All grievances will be recorded in a central system  
  • Data captured will include:  
  • Nature of grievance  
  • Stakeholder type  
  • Actions taken  
  • Resolution status  
  • Belvoir Farm Drinks Ltd will:  
  • Monitor trends and root causes  
  • Prepare annual summaries of grievance data, including themes and outcomes  
  • Use insights to improve operations and reduce recurrence  

12. Continuous Improvement

Insights from grievance data will be used to: 

  • Improve product quality  
  • Enhance customer and stakeholder experience  
  • Strengthen internal processes and controls  
  • Inform training and development  

13. Policy Review and Governance

This policy will be: 

  • Approved by senior management / board  
  • Reviewed annually or as required  

Approved by: Marketing Director Alison Reilly
Effective Date: 23 March 2026