Grievance Procedure

Stakeholder Grievance Procedure

Business: Tired Mums Coffee
Policy owner: Owner, Tired Mums Coffee
Effective date: 1st September 2026
Review date: 31st August 2028

1. Purpose

Tired Mums Coffee is committed to conducting its business responsibly, fairly and transparently.

As a small, owner-operated business selling online and attending events, we work with a range of stakeholders including customers, wholesale customers and stockists, suppliers, event partners, charity and community partners, and other individuals or organisations affected by our activities.

We recognise that stakeholders may occasionally have concerns about our products, services, business practices or relationships. This procedure provides a safe, accessible and transparent way for stakeholders to raise grievances and seek resolution.

2. Who can raise a grievance?

Any stakeholder who has a genuine concern relating to Tired Mums Coffee may raise a grievance.

This includes, but is not limited to:

• Customers and online customers.

• Wholesale customers, stockists and business partners.

• Suppliers and their representatives.

• Event organisers and event partners.

• Charity and community partners.

• Individuals or organisations who may be affected by Tired Mums Coffee's activities.

• Other stakeholders who have a legitimate concern about our business practices.

Tired Mums Coffee does not have employees. The business is operated by its owner, who is responsible for managing grievances unless there is a conflict of interest or another appropriate independent person is available to assist.

3. How to raise a grievance

Stakeholders can raise a grievance through the Tired Mums Coffee contact form:

Website: https://tiredmumscoffee.co.uk/pages/contact

Alternatively, grievances can be submitted by email to:

hello@tiredmumscoffee.co.uk

A stakeholder may use the subject line "Grievance" when contacting us by email.

The existing contact form provides a simple and accessible way for stakeholders to contact Tired Mums Coffee.

Stakeholders are encouraged to provide:

• Name and contact details, where they are comfortable providing them.

• A clear description of the grievance.

• Relevant dates, orders, events, suppliers, products or other information.

• Any supporting evidence or documentation.

• The outcome they would like to see, where appropriate.

Anonymous grievances may be considered where sufficient information is provided to allow the concern to be assessed.

4. Grounds for accepting a grievance

Tired Mums Coffee will consider a grievance where it relates to the business, its products, services, activities, business relationships or impacts on stakeholders.

Examples may include concerns about:

• Product quality, safety or description.

• Customer service or treatment.

• Online orders, subscriptions or fulfilment.

• Wholesale or stockist relationships.

• Event activities or conduct.

• Supplier relationships or purchasing practices.

• Ethical or responsible sourcing.

• Environmental or social impacts.

• Claims made by or on behalf of Tired Mums Coffee.

• Charitable or community commitments.

• Unfair, discriminatory, inappropriate or unethical treatment.

• Actual or suspected breaches of Tired Mums Coffee policies or commitments.

Tired Mums Coffee may decide not to accept a submission as a formal grievance where:

• It is clearly unrelated to Tired Mums Coffee.

• It is made solely to cause harm or is abusive or threatening.

• It does not contain sufficient information to reasonably understand the concern and further information cannot be obtained.

• The matter has already been fully investigated and no significant new information has been provided.

Where a grievance is not accepted, Tired Mums Coffee will explain the reason to the complainant where contact details have been provided.

5. Grievance process

Tired Mums Coffee will aim to handle every grievance fairly, respectfully and proportionately.

Stage 1 – Acknowledgement

We will acknowledge receipt of a grievance within 5 working days, where contact details have been provided.

The acknowledgement will confirm that the grievance has been received and, where possible, provide information about the next steps.

Stage 2 – Initial assessment

The owner will review the grievance and determine:

• Whether it falls within the scope of this procedure.

• Whether further information is required.

• Whether the grievance requires investigation.

• Whether another person or organisation should be involved in resolving the matter.

We aim to complete this initial assessment within 10 working days.

Stage 3 – Investigation

Where investigation is appropriate, we will review relevant information and evidence and, where necessary, communicate with the people or organisations involved.

Depending on the nature of the grievance, this may include reviewing:

• Customer or order information.

• Relevant correspondence.

• Product or supplier information.

• Event information.

• Relevant policies or business records.

• Information provided by the complainant or other stakeholders.

We aim to complete an investigation within 20 working days of the initial assessment.

If a grievance is complex and requires longer, the complainant will be informed of the reason for the delay and given an updated expected timeframe.

Stage 4 – Resolution

Tired Mums Coffee will seek to reach a fair and proportionate resolution.

Depending on the circumstances, resolution may include:

• Providing an explanation or clarification.

• Correcting inaccurate information.

• Replacing or rectifying a product or service where appropriate.

• Taking corrective action.

• Changing a business process or practice.

• Apologising where appropriate.

• Taking action with a supplier or business partner where relevant.

• Taking steps to prevent the issue from happening again.

The appropriate resolution will depend on the nature and circumstances of the grievance.

Stage 5 – Outcome

The complainant will be informed of the outcome of the grievance where contact details have been provided.

The response will explain:

• What was considered.

• The conclusion reached.

• Any appropriate action taken or planned.

• Whether the grievance is considered resolved.

Where a grievance cannot be upheld or resolved in the way requested, Tired Mums Coffee will explain the reasons for the decision.

We will confirm when the grievance has been resolved or explain any outstanding actions.

6. Protection from retaliation

Tired Mums Coffee is committed to ensuring that stakeholders can raise genuine concerns without fear of retaliation.

We will not tolerate retaliation, intimidation, harassment, discrimination or unfair treatment against a stakeholder because they have raised a grievance in good faith or participated in the grievance process.

Reasonable steps will be taken to protect the confidentiality of information provided during the grievance process.

Information about a grievance will only be shared where reasonably necessary to assess, investigate or resolve the issue, or where disclosure is required by law.

Where a stakeholder believes they have experienced retaliation as a result of raising a grievance, they should report this through the same grievance process. The allegation will be considered as a separate concern.

7. Conflicts of interest and impartiality

As Tired Mums Coffee is a sole-owner business, the owner will normally manage grievances.

If the owner has a direct personal or financial interest in the grievance, or if it would not be appropriate for the owner to manage the matter alone, Tired Mums Coffee will seek appropriate independent assistance where reasonably practicable.

This may include asking an appropriate external adviser, professional body, business partner or other independent person to assist with reviewing the matter.

8. Suppliers and supply chain concerns

Tired Mums Coffee recognises that responsible business conduct extends to its supply chain.

Stakeholders may raise concerns relating to these or other suppliers where the concern has a connection to Tired Mums Coffee's business activities or supply chain.

Where appropriate, Tired Mums Coffee will raise relevant concerns with the supplier or business partner and consider reasonable corrective action.

9. Records and continuous improvement

Tired Mums Coffee will keep appropriate records of grievances received, actions taken and outcomes.

Records will be handled securely and in accordance with applicable privacy and data protection requirements.

Grievances will be reviewed periodically to identify recurring concerns, improve business practices and reduce the likelihood of similar issues occurring again.

10. Accessibility

This grievance procedure is publicly available through the Tired Mums Coffee website.

Stakeholders who require a reasonable alternative way to raise a grievance can contact Tired Mums Coffee at:

hello@tiredmumscoffee.co.uk

We will make reasonable efforts to accommodate accessibility or communication requirements where possible.

11. Contact

Tired Mums Coffee
Grievance contact: hello@tiredmumscoffee.co.uk
Online contact form: https://tiredmumscoffee.co.uk/pages/contact

Please use "Grievance" as the email subject where possible.

Tired Mums Coffee is committed to listening to stakeholder concerns, responding fairly and using grievances as an opportunity to improve the business.