Grievance Policy
Just Move In is committed to operating with the highest standards of ethics, transparency, and accountability. As a certified B Corporation, we take our responsibilities to all stakeholders seriously and recognise that our business exists to serve not only our shareholders but also our customers, communities, employees, and the environment.
This policy outlines how external stakeholders and members of the public may raise grievances or concerns about our operations and the procedures we follow to address these matters.
A grievance is different from a complaint. Whilst complaints typically relate to service issues or dissatisfaction with our direct service delivery, grievances relate to broader concerns about our business practices. If you have a service-related complaint, please refer to our Complaints Policy here.
1. Who Can Raise a Grievance
This policy applies to all external stakeholders, including but not limited to members of the public, community members affected by our operations, suppliers and partner organisations, advocacy groups, or any individual or entity affected by our business activities.
Grievances may be raised by:
The affected party directly
An authorised representative
An advocacy organisation (with consent)
Anonymous submissions (where appropriate)
2. What Can Be Reported
Stakeholders may raise a grievance regarding any concern related to our activities, including but not limited to: business practices and ethics, treatment and conduct, environmental and social impact, rights and standards, organisational decisions.
3. How to Raise a Grievance
If you wish to raise a grievance, you can contact us in any of the following ways:
By Email: move@justmovein.com
By Phone: 01202 022448 (Mon–Fri, 9am - 5:30pm)
By Post: Just Move In - The Echo, 18 Albert Rd, Bournemouth BH1 1BZ
Please provide as much detail as possible, including:
A subject line header like “Confidential - Grievance/Whistleblower”
Your name and contact information (or indicate if filing anonymously)
Detailed description of the grievance, with date, time, or location if applicable
How you have been affected or impacted
Any supporting documents, photos, or evidence
4. Our Grievance Process
We will always deal with your grievance fairly, transparently, and in line with all applicable UK laws. We are also committed to following guidance and best practices from relevant regulatory bodies depending on the nature of the grievance.
4.1 What Will Happen Next?
Acknowledgement: After submitting your grievance, we will provide acknowledgement that it has been received within 3 working days.
Initial Assessment: We will conduct an initial assessment to determine if the grievance falls within our scope, assess the severity and urgency of the matter, and assign an appropriate investigating officer. This will happen within 10 working days.
Investigation: We will carry out a thorough and impartial investigation. This will be started within 14 working days and may take up to 60 working days to complete depending on the complexity of the grievance. We will aim to provide regular updates throughout. If we have been unable to provide a final response to your grievance within 60 working days, we will contact you to advise why this is so, and confirm when we expect to do so.
Resolution: A decision-maker will review the investigation report, determine if the grievance is upheld, partially upheld, or not upheld, and decide on appropriate remedial actions where applicable. A written outcome will be shared. If grievance is not accepted, a clear explanation will be provided.
4.2 Remedial Action
If your grievance is upheld, we will take remedial action where appropriate, including but not limited to:
Implement agreed-upon remedial measures
Take corrective action regarding staff, processes, or policies as appropriate
Implement preventive measures to avoid recurrence
Provide progress updates on the implementation
Monitor effectiveness of the actions taken
5. If You Are Still Unhappy
If you are not satisfied with the outcome of your grievance, you may request for it to be escalated to senior management at Just Move In for further review.
You may also seek external review through:
Relevant regulatory bodies or ombudsman services – depending on the nature of your grievance.
Legal remedies – you retain the right to pursue legal action at any time
We will provide information about relevant external review options in our final response, where applicable.
6. Confidentiality and Data Protection
All grievances are treated confidentially and in accordance with UK data protection laws. Personal information is protected and shared only on a need-to-know basis. Investigation findings are disclosed appropriately whilst respecting privacy. All records are stored securely.
If your grievance relates to processing of your personal data, please see our Privacy Policy here, which provides details of how it is processed and shared, and your rights in relation to it.
7. Learning from Grievances
We take all grievances seriously. Every grievance is recorded, reviewed, and used to improve our operations and practices. Our goal is not only to resolve your issue but also to ensure that we operate responsibly and address any systemic concerns that may affect our stakeholders or communities.
8. Protection from Retaliation
We are committed to protecting any individual who raises a genuine concern or makes a disclosure in good faith from any form of detrimental treatment or retaliation. Read more about our No Retaliation Policy hereNo Retaliation policy here.