Grievance and Whistleblower Protection Policy

Last reviewed: 10/04/2025

Applies to: All employees, contractors, suppliers, partners, and stakeholders

At Medico Digital, we are committed to maintaining the highest standards of ethical conduct, inclusivity, and transparency. As a business we recognise our responsibility to ensure that all stakeholders have safe, confidential, and effective means of raising grievances and concerns without fear of retaliation.

Objectives

This policy outlines:

• How individuals can raise concerns or grievances
• The steps we will take to resolve them
• How we will protect whistleblowers and others involved in the process

Mechanisms for Raising a Grievance

We provide multiple accessible channels for raising grievances:

• A dedicated grievance form is available here
• Email: grievances@medicodigital.co.uk
• Anonymous submissions via Charlie HR suggestion box - available to employees only
• Employee voice tools, such as regular one-to-ones, open-door management policy, and worker feedback forums
• Business-to-business grievance clauses in supplier and partner contracts
• Customer complaints: handled through our team at support@medicodigital.co.uk

Grounds for Submitting a Grievance

A grievance may relate to:

• Employment terms or working conditions
• Harassment, discrimination, or bullying
• Breach of internal policies or ethical conduct
• Environmental or social concerns
• Misuse of company resources
• Any concern impacting the wellbeing of individuals or communities we serve

Process Overview

1. Acknowledgement

   All grievances will be acknowledged within 5 working days of receipt.

2. Investigation

   A designated and impartial team member (or third-party investigator) will review the matter confidentially. Investigations are typically concluded within 15 working days. More complex cases may take longer, in which case regular updates will be provided.

3. Resolution

   We will either:

   • Confirm the resolution and actions taken, or
   • Provide a clear explanation if the issue does not meet grievance criteria.

Whistleblower Protection

We strictly prohibit retaliation against any individual who raises a genuine concern. Protections include:

• Confidential handling of all information
• Consent sought before involving additional parties
• Restricted access to sensitive information
• Disciplinary action for breaches of confidentiality or retaliatory conduct
• Risk assessments for vulnerable stakeholders, with third-party collaboration where appropriate

7. Appeals

If a complainant is unsatisfied with the resolution, they may lodge an appeal within 7 working days. A senior team member not involved in the original decision will review the case.

8. Training and Awareness

All staff responsible for handling grievances receive regular training. The policy is shared during onboarding and available via our internal hub and website.

9. Policy Review

This policy is reviewed annually or following any incident that reveals a gap in our grievance or protection process.