Complaints policy

At The Fendale Group, we are committed to providing exceptional food and hospitality experiences built on heart and intention. Our purpose is to nourish partnerships and pioneer connections that spark change. We believe that great hospitality starts from within, which means treating our people, partners, and communities with the highest standards of dignity and respect.

This policy outlines our process for handling grievances in a manner that reflects our core pillars of Craft (doing things properly) and Partnership (growing together). We use this mechanism as a "learning and improvement" system to ensure we are always working smarter and shaping the future of hospitality.

Our Commitments

• Confidentiality & Protection: All grievances are handled with a high degree of confidentiality. We have a zero-tolerance policy for retaliation against any stakeholder who raises a complaint in good faith.

• Fairness: Every individual will be treated with dignity and fairness throughout the resolution process.

• Transparency: We will communicate clearly and honestly at each step, ensuring you understand how decisions are made.

Process for Submitting a Complaint

We will investigate material, credible, and specific claims regarding our business operations, particularly those impacting human rights, sustainability, or our professional standards.

What to include in your submission: To help us achieve Clarity, please provide the following to complaints@fendalegroup.com:

• Your name and contact details.

• Specific details of the complaint and the brand involved (e.g., Archies, Caiger & Co, Spoilt for Choice, Pillars, APlateForChange, or The Pie Man).

• Why you believe the Group should examine this matter.

• Any evidence or context to support your claim.
   

Your suggested resolution or desired outcome.

The Resolution Framework: Clarity > Actions > Outcome

We use a structured framework to ensure we are better solution-finders.

1. Initial Review (Clarity): Our Grievance Managers (General Manager and/or Head of People) will review the submission to ensure we have a full understanding of the problem.

2. Engagement (Actions): This may involve formal meetings to discuss the complaint or further investigation involving our Board of Directors (Alix, Will, or Murray) and legal advisors .

3. Decision (Outcome): We will weigh the possible actions to gain the best scenario for all parties. A final decision will be made to:
    

• Uphold: Take corrective action to restore our "Gold Standard".

• Partially Uphold: Implement partial remedies.

• Not Uphold: If there is a lack of evidence or merit.
   

Appeals: You have the right to appeal the decision within 10 working days. An independent Appeal Manager will review the case, and their decision will be final.