Grievance Procedure

Our Commitment

We are committed to maintaining a safe, respectful, and fair workplace for all employees and clients. This grievance procedure provides a clear, confidential, and fair process for raising and resolving workplace concerns.

What Is a Grievance?

A grievance is any workplace issue that causes distress or unfair treatment, including but not limited to bullying or harassment, unsafe working practices, discrimination, pay, contractual, or employment terms concerns, problems with a manager or colleague, breaches of company policies, or any other workplace concern impacting dignity, safety, or fairness.

How to Raise a Grievance

Grievances should be submitted in writing via email to legal@pioneer-fm.com. Where possible, employees should include a clear description of the issue, relevant dates, locations, and individuals involved, and any supporting evidence available. All grievances will be treated seriously and handled confidentially.

Investigation Process

Once a grievance is received, the company will acknowledge receipt of the grievance and initiate an impartial investigation. Relevant evidence will be gathered and interviews and/or written statements may be requested. Findings will be reviewed and assessed, and an outcome will be communicated in writing.

Decision Rationale & Outcomes

Following the investigation, the company will provide a written outcome to the individual who raised the grievance. The outcome communication will clearly state whether the grievance is upheld, partially upheld, or not upheld. It will summarise the key findings of the investigation, outline the evidence considered such as documents, statements, or interviews, and explain the reasoning behind the decision, including how conclusions were reached. Any actions, recommendations, or corrective measures will also be detailed where appropriate. Where a grievance is not upheld, the company will provide a clear and proportionate explanation explaining why the evidence did not support the complaint. All decision rationales will be sufficiently detailed to ensure transparency and fairness, while respecting confidentiality, data protection, and the rights of all parties involved.

Right to Appeal

Employees have the right to appeal the outcome of a grievance. Appeals must be submitted within 5–10 working days of receiving the outcome and should outline the grounds for appeal, such as procedural concerns, new or previously unavailable evidence, or concerns about the fairness or consistency of the decision. Appeals will be reviewed impartially and the outcome of the appeal will be confirmed in writing.

Support Available

Support is available throughout the grievance process. HR support can be accessed at hr@pioneer-fm.com and the Mental

Health Champion can be contacted at chris@pioneer-fm.com. Employees also have the right to bring a companion to any grievance-related meeting.

Confidentiality & Fair Treatment

All grievances are handled sensitively, confidentially, and without fear of retaliation. Any form of victimisation or retaliation linked to raising a grievance will be treated as a serious disciplinary matter.

Response Times

The company aims to acknowledge grievances within 2–5 working days. Investigations are normally completed within 10–20 working days, with a written outcome issued within 5–10 working days following the investigation. The appeal submission window is 5–10 working days from receipt of the outcome. In complex cases, timeframes may vary, and updates will be provided where delays occur.

Review

This grievance procedure is reviewed regularly to ensure fairness, legal compliance, and effectiveness.