01Policy statement
KEES (Keenos Energy & Environmental Services) is committed to operating responsibly, ethically, and transparently. We welcome feedback and concerns from anyone impacted by our business activities and are committed to addressing them fairly and promptly.
02Grounds for accepting a grievance
Grievances may be submitted where a stakeholder believes KEES has caused, contributed to, or is directly linked with:
- Environmental harm
- Social or community harm
- Unethical or irresponsible business practices
Grievances that fall outside of these grounds (standard customer service queries) will be redirected to the contact page on the KEES website.
03Scope
This procedure is open to all stakeholders equally, including:
- Employees and contractors
- Customers and clients
- Suppliers and partners
- Local communities and other stakeholders
The same procedure applies to all groups, unless stated otherwise.
04How to raise a concern
Concerns can be raised in the following ways:
- By email: kiro@kees.co.uk
- In writing: Second Floor, 3 Liverpool Gardens, Worthing, West Sussex, BN11 1TF
- Through an online form: kees.co.uk/contact
05What to include in the concern
- Your name and contact details
- Whether you are acting on behalf of another person or organisation. If so, please provide evidence of your authority to do so.
- Whether you would like your submission to remain confidential
- Who the grievance is being raised against
- What the grievance issue is. Please provide a clear and concise summary of the key facts and an outline of events.
- Whether you have already raised the issue with the company. If so, in what form, and what response the company provided.
- What resolution you are seeking
06Process for handling concerns
- All grievances will be acknowledged within 2 working days.
- Concerns will be reviewed by a company director.
- Investigations will be carried out fairly and impartially.
- Confidentiality will be respected throughout, unless disclosure is legally required.
07Protection from retaliation
KEES will take steps to protect any stakeholder who raises a grievance from retaliation, negative treatment, or disadvantage. This includes:
- Allowing stakeholders to request their identities remain confidential if they anticipate retaliation.
- Clearly informing stakeholders at the outset about who will need to be involved or informed.
- Seeking consent before sharing information with additional parties.
- Maintaining confidentiality regarding the outcome of the process.
- Providing training for staff handling grievances on confidentiality and anti-retaliation principles.
- Enforcing disciplinary action in cases of confidentiality breaches.
- Collaborating with independent third parties where necessary to assess risks for vulnerable stakeholders.
08Resolution and response
We will aim to provide a response within 10 days of receiving the concern.
KEES Ltd will respond to grievances by either:
- Regularly communicating each step in the resolution process and its outcome to the complainant, which may include updates on the decision-making process, timelines for review, scope of grievances accepted, the resolution management approach, corrective or preventative action, and further dialogue.
- Then confirming when the grievance has been resolved; or
- Explaining why the issue has not been accepted as a grievance.
09Escalation
If you are not satisfied with the outcome, you may request a review by Kiro Tamer. Where appropriate, external mediation or referral to a relevant authority may be considered.
10Monitoring and reporting
KEES will keep a record of all grievances received and use this information to improve our practices. Anonymised summaries of grievances and actions taken will be reviewed annually.
11Review of this procedure
This procedure will be reviewed every year to ensure it remains effective and aligned with our values.