1. Purpose

This policy outlines the process for stakeholders to raise concerns or grievances related to the operations, decisions, or conduct of Montala Limited. It ensures that all grievances are handled promptly, fairly, transparently, and in a manner that respects the rights of all parties involved.

2. Scope

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

  • Customers or clients

  • Suppliers and contractors

  • Community members

  • Regulatory bodies and industry partners

3. Policy Statement

Montala Limited is committed to maintaining strong, ethical relationships with stakeholders. We recognise the right of stakeholders to express concerns and are committed to addressing grievances respectfully, constructively, and in a timely manner.

4. Principles

  • Accessibility: Stakeholders will have easy access to information on how to file a grievance.

  • Transparency: The grievance process and outcomes will be clearly communicated.

  • Confidentiality: All grievances will be handled with appropriate confidentiality.

  • Fairness: All grievances will be reviewed objectively and without bias.

  • Timeliness: Grievances will be acknowledged and resolved within a reasonable timeframe.

5. Grounds for Accepting a Grievance

A grievance will be accepted for review if it meets one or more of the following criteria:

  1. Violation of Rights or Agreements

    • Alleged breach of contract or agreement terms

    • Violation of stakeholder rights under law or policy

  2. Unfair or Discriminatory Practices

    • Perceived bias, discrimination, or exclusion based on race, gender, age, disability, religion, or other protected characteristics

  3. Operational Misconduct

    • Improper or unethical conduct by employees, representatives, or contractors

    • Negligence or misconduct in the delivery of services or fulfillment of obligations

  4. Environmental, Health, or Safety Concerns

    • Actions or inactions by the organisation that may pose a risk to community health, safety, or the environment

  5. Lack of Transparency or Communication

    • Failure to provide adequate information or engage stakeholders in decision-making where such involvement is required

  6. Failure to Follow Policy or Procedure

    • Deviations from published policies, procedures, or codes of conduct that directly affect the stakeholder

Grievances that are frivolous, malicious, or not grounded in factual evidence may be rejected, with reasons provided (see Section 6.3).



6. Grievance Procedure

6.1 Submission

Grievances can be submitted in any of the following ways:

  • Email: grievances@montala.com

  • Online Form: https://forms.gle/p2duPBYXg3Rp5N6f9

  • Mail: Montala Limited, Attn: Grievance Officer, Unit 53, Shrivenham Hundred Business Park, Majors Road, Watchfield, Oxfordshire, SN6 8TY

  • In Person: By appointment with the Grievance Officer or relevant department

Each grievance must include:

  • Stakeholder’s full name and contact information

  • Description of the grievance

  • Date of occurrence

  • Any supporting documentation

6.2 Acknowledgment

Grievances will be acknowledged in writing within 5 business days of receipt.

6.3 Screening and Determination

The Grievance Officer will determine if the submission qualifies as a grievance under this policy. If it does not, the stakeholder will receive a written explanation within 10 business days clearly outlining:

  • The reason(s) why the issue does not meet the grievance criteria

  • Alternative channels (if any) for addressing the concern

This step ensures transparency and helps stakeholders understand how their issue was evaluated.

6.4 Investigation

For accepted grievances:

  • The Grievance Officer will conduct an impartial review, including interviews or additional evidence gathering.

  • Stakeholders will be kept informed throughout the process.

6.5 Resolution

A proposed resolution will be communicated to the stakeholder within 30 business days, unless further time is required. If the grievance is found to be valid, corrective actions will be taken.

6.6 Appeal

If the stakeholder is dissatisfied with the outcome, they may request a formal review or appeal to a higher authority within the organisation within 10 business days of the decision.

7. Record Keeping

All grievances and resolutions will be documented and stored securely for a minimum of 5 years to ensure accountability and continuous improvement.

8. Policy Review

This policy will be reviewed annually or as needed to ensure its effectiveness and relevance.

9. Contact

For more information or clarification regarding this policy, please contact:
The Grievance Officer, Montala Limited
Email: grievances@montala.com
Phone: +44 1367 710 245

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