Complaint Mechanism Policy
1. Purpose and Scope
i. Purpose
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This policy outlines Solapave's commitment to providing accessible, fair, and effective means for all potentially affected parties to raise concerns or complaints about our operations, products, services, or conduct within the United Kingdom. It details both our internal formal complaint mechanism and our participation in external complaint mechanisms, in compliance with UK laws and regulations.
ii. Scope
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This policy applies to all Solapave operations and is accessible to all potentially affected parties, including but not limited to:
• Employees and workers (as defined by the Employment Rights Act 1996)
• Customers and consumers
• Suppliers and business partners
• Local communities
• Shareholders and investors
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2. Policy Statement
Solapave is committed to transparency, accountability, and continuous improvement in line with UK corporate governance standards. We recognise the importance of providing accessible channels for all stakeholders to raise concerns or complaints. We are dedicated to addressing these concerns in a timely, fair, and effective manner, in accordance with UK law and best practices.
3. Internal Formal Complaint Mechanism
i. Accessibility
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Our internal complaint mechanism is publicly accessible through the following channels:
Company website (www.solapave.co.uk/complaints)
Dedicated email address (complaints@solapave-global.co.uk)
ii. Languages
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The complaint mechanism is available in English. We also provide translation services for other languages as needed.
iii. Confidentiality and Non-Retaliation
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• All complaints are treated confidentially in accordance with the Data Protection Act 2018 and UK GDPR.
• Anonymous complaints are accepted and investigated.
• We have a strict non-retaliation policy for all complainants, in line with the Public Interest Disclosure Act 1998 (whistleblowing protection).
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iv. Complaint Handling Process
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1. Receipt: All complaints are logged in our central complaint management system.
2. Acknowledgment: Complainants receive acknowledgment within 3 working days.
3. Assessment: Complaints are categorised based on severity and assigned to relevant departments.
4. Investigation: A thorough investigation is conducted, involving relevant stakeholders.
5. Resolution: Proposed resolutions are reviewed by our Complaint Resolution Committee.
6. Communication: Complainants are informed of the outcome and proposed resolution.
7. Appeal: Complainants have the right to appeal decisions.
8. Follow-up: We conduct follow-ups to ensure the effectiveness of resolutions.
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v. Timeframes
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• Initial response: Within 3 working days.
• Resolution of standard complaints: Within 8 weeks.
• Resolution of complex complaints: Within 12 weeks, with regular updates provided.
• Appeals process: Within 4 weeks of the original decision.
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vi. Transparency
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We publish an annual report on our website detailing:
• Number and types of complaints received.
• Average resolution time.
• Outcomes of complaints.
• Systemic issues identified and addressed.
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This reporting aligns with the UK Corporate Governance Code's emphasis on stakeholder engagement and transparency.
4. Participation in External Complaint Mechanisms
Solapave participates in the following external complaint mechanisms to provide additional, independent avenues for stakeholders to raise concerns:
i. Ombudsman Services
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• Financial Ombudsman Service (for financial services complaints).
• Energy Ombudsman (for energy-related complaints).
• Relevant sector-specific ombudsmen as applicable to our operations.
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ii. Multi-Stakeholder Initiatives
• UK National Contact Point for the OECD Guidelines for Multinational Enterprises.
• Scope: Issues related to the OECD Guidelines, including human rights and environmental concerns.
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iii. Independent Mediation Services
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We engage accredited UK mediation services to provide neutral, third-party mediation for complex cases.
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5. Awareness and Training
i. Employee Training
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• All employees receive annual training on the complaint mechanism, including specific training on the Equality Act 2010 to prevent discrimination in complaint handling.
• Specialised training for employees involved in complaint handling.
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ii. Stakeholder Communication
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Information about our complaint mechanism is included in:
• Supplier contracts.
• Customer agreements.
• Community engagement materials.
• Annual reports.
• Regular stakeholder workshops to introduce and explain the mechanism.
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6. Continuous Improvement
i. Regular Review
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This policy and the complaint mechanism are reviewed annually by our Ethics and Compliance Committee, in line with the UK Corporate Governance Code's emphasis on regular policy review.
ii. Stakeholder Feedback
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We conduct annual surveys with users of the mechanism to gather feedback and identify areas for improvement.
iii. External Audits
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Biennial third-party audits of our complaint mechanism to ensure effectiveness and alignment with UK best practices and regulatory requirements.
7. Governance and Oversight
i. Complaint Resolution Committee
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A cross-functional committee oversees the complaint mechanism, including representatives from:
• Legal.
• Human Resources.
• Operations.
• Sustainability.
• Community Relations.
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ii. Directors Oversight
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The Directors receives quarterly reports on significant complaints and overall mechanism performance, in line with the UK Corporate Governance Code.
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8. Contact Information
For any questions about this policy or to submit a complaint:
• Website: www.solapave.com/complaints
• Email: complaints@solapave-global.com
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9. Policy Review
This policy will be reviewed annually and updated as necessary to reflect changes in UK law, regulatory requirements, best practices, stakeholder feedback, or business circumstances.
By implementing this Complaint Mechanism Policy, Solapave demonstrates its commitment to accountability, stakeholder engagement, and continuous improvement in all aspects of our operations, in alignment with legal and regulatory expectations.