Complaints mechanism

In the case that a team member believes their employer who is a signatory is not upholding the standards of the Promise, a complaint can be lodged against said business. If the venue is part of a larger franchise, the complaint is only held against the single site operator. Upon receiving a complaint, the business in question will receive the complaint, anonymised, giving them the responsibility to redress the situation. When complaints are received, managers will be reminded of the resources available to provide team members with the support they need.

In the case that a single site received a high number of complaints, which they are failing to redress, an independent panel will be established to adjudicate on complaints and whether the business should lose accreditation.