1. Purpose and scope

Flight Feather is committed to operating responsibly and to giving anyone affected by our activities a safe, accessible way to raise concerns and seek resolution. This procedure applies to workers, suppliers, customers, community members, and any other stakeholder who believes Flight Feather has caused, contributed to, or is directly linked to a social, environmental, ethical, or governance issue.

This procedure is separate from routine customer service matters (such as service issues or financial queries), which can be resolved through our usual customer service channels.

2. How to raise a grievance

Grievances can be submitted in any of the following ways:

Email: edd@flightfeather.co.uk or alasdair@flightfeather.co.uk
Phone: 07765 260127
Post: Unit 1.14, Temple Studios, Temple Gate, Bristol, England, BS1 6QA
In person: speak to either Edd or Alasdair

Grievances may be submitted anonymously. If you choose to identify yourself, you may still request that your identity be kept confidential (see Section 4).

3. What we accept as a grievance

We will accept an issue as a grievance where it:

relates to a real or perceived negative impact caused, contributed to, or linked to by our business, workers, suppliers, or value chain,
is raised in good faith, and
provides enough information for us to understand and investigate the concern.

We may decline to treat a submission as a formal grievance if it falls outside this scope, if it is anonymous and lacks sufficient detail to investigate, or if it is abusive, vexatious, or clearly without merit. Where we decline a grievance, we will explain why in writing wherever contact details are available (see Section 5).

4. Protecting people who raise a grievance

No stakeholder will face retaliation, disadvantage, or reprisal for raising a grievance in good faith. To protect people who come forward, we will:

allow the person raising the grievance to request that their identity remain confidential, and take reasonable steps to honour that request,
tell them upfront who else will need to be involved in or informed about the grievance,
seek their consent before sharing information with additional parties beyond what is necessary to investigate,
keep the outcome of the process confidential, sharing it only with those who need to know,
ensure the person who handles a grievance has no conflict of interest in the matter – where possible, an independent reviewer with no affiliation to the company or the case will be engaged,
take appropriate action against anyone found to have retaliated against a person for raising a grievance, and
provide training to staff who administer this procedure.

5. Our process and timelines

Acknowledge receipt of the grievance – Within 5 business days
Assess whether the issue qualifies as a grievance under Section 3, and confirm this (or explain why not) with the complainant – Within 10 business days of receipt
Investigate the grievance, which may include gathering further information from the complainant and other relevant parties – Within 20 business days of acceptance
Propose a resolution and communicate it to the complainant – Within 30 business days of acceptance
Confirm the grievance is closed, or agree next steps if further action or mediation/arbitration is needed – Within 10 business days of resolution being proposed

These are target timeframes; more complex grievances may take longer, in which case we will explain the delay and give a revised estimate. Depending on severity, resolution may involve: (i) internal resolution, (ii) resolution with independent mediation, or (iii) resolution with independent arbitration.

Throughout the process we will keep the complainant regularly updated, including on the decision-making process, review timelines, the scope of what has been accepted, our approach to resolving it, and when the matter is closed.

6. Grievance Detail request

Please complete as much detail as you are able to provide. Fields marked with an asterisk (*) are optional if you wish to remain anonymous.

Date submitted
Your name (or ‘Anonymous’)
Contact details (email/phone) – optional if anonymous
Relationship to the company (worker, supplier, customer, investor, community member, other)
Are you submitting on behalf of someone else? If yes, please describe your authority to do so
Do you wish to remain confidential to the extent possible? (Yes / No)
Who or what is the grievance about?
Summary of the issue – key facts, dates, people/parties involved
Have you already raised this issue with the company? If yes, when,
with whom, and what response did you receive?
Supporting evidence (attach documents, photos, correspondence, etc.)
Outcome or resolution you are seeking

Submit this detail to edd@flightfeather.co.uk or alasdair@flightfeather.co.uk, or by post to Unit 1.14, Temple Studios, Temple Gate, Bristol, England, BS1 6QA

7. Contact

Questions about this procedure can be directed to edd@flightfeather.co.uk or alasdair@flightfeather.co.uk or by phoning 07765 260 127.