2. Responsibilities

Our Directors oversee this policy, review it periodically, and ensure it is implemented across the business. Often, clients work directly with directors, if this is not the case, this policy is shown to those responsible, but accountability lies with the directors.

 

3. Exclusions

This policy does not cover:

​

- Employee concerns, which must follow our internal discipline and grievance procedures and statutory employment rights

- Contractual disputes, which must be resolved through the terms of the agreement and legal routes available

- Issues caused by third parties (for example, energy suppliers or technology vendors). We will support you as far as is reasonable, but we cannot be held responsible for the actions or omissions of external providers

 

4. Complaint Policy

We take all complaints seriously and aim to resolve them fairly, promptly, and proportionately. We will always try to reach a satisfactory outcome, although this may not always be possible.

 

If a complaint cannot be resolved, or remains unresolved after 8 weeks, we will outline the next steps available in line with this procedure.

 

All complaint information is handled in accordance with GDPR.

 

5. Complaints Procedure

- Complaints can be submitted via email to chris@brewresourceful.com or raised directly with any member of the team. All complaints are logged with the date and details.

​

- You will receive an acknowledgement within five business days from the Complaint Owner. We aim to resolve complaints within four weeks. If this is not possible, the complaint is escalated to the board of directors, the highest authority in Brew Resourceful

​

- If the matter remains unresolved after eight weeks, we will confirm the options available, including referral to legal advisors where appropriate.