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1. Informal Resolution
If you have a grievance about your work or a colleague:

• Start by speaking to your manager, if possible.

• An informal discussion may resolve the issue quickly and amicably.

2. Formal Grievance
If the issue is serious or cannot be resolved informally:

• Put your grievance in writing to your manager.

• Stick to the facts—avoid offensive or abusive language.

• If your grievance is about your manager or you feel unable to raise it with them, contact John O’Brien or use the Ojas de reclamación (Spanish complaints form).

3. Grievance Hearing

• Your manager will arrange a meeting within 5 working days to discuss your complaint.

• You may bring a colleague or trade union representative with you.

• A written decision will usually be provided within 24 hours.

• If more time is needed, your manager will update you on the delay and expected timeline.

4. Appeal Process
If you disagree with the outcome:

• Notify your manager that you want to appeal.

• You will be invited to an appeal meeting within 5 working days, with a senior manager or the owner.

• You may again bring a colleague or union representative.

• A final decision will be given in writing, usually within 24 hours after the meeting.

• The appeal decision is final.