Stakeholder Grievance Procedure

Purpose

At Rhythm Careers, we are committed to operating responsibly, ethically and transparently. We recognise that our stakeholders play an important role in helping us improve, and we welcome feedback, concerns and grievances.

This procedure provides a clear process for stakeholders to raise concerns and explains how these will be managed fairly, consistently and confidentially.

We encourage stakeholders to raise concerns as early as possible so they can be addressed constructively, helping us continuously improve the way we work and the positive impact we have on our people, our clients, our candidates and the wider community.

Who can raise a grievance?

This procedure is available to all stakeholders, including:

  • Candidates
  • Clients
  • Employees
  • Suppliers
  • Partners
  • Contractors
  • Members of the wider community
  • Any individual or organisation affected by our business activities

What can a grievance relate to?

We welcome grievances relating to any aspect of Rhythm Careers’ operations, including but not limited to:

  • Recruitment services or candidate experience
  • Conduct of our employees or representatives
  • Equality, diversity, inclusion or discrimination
  • Ethical business practices
  • Environmental or social impact
  • Relationships with clients, suppliers or partners
  • Breaches of our policies, values or professional standards
  • Any behaviour or practice that may negatively affect our stakeholders

How to raise a grievance

Please email feedback@rhythmcareers.com with the subject line “Stakeholder Grievance”.

To help us investigate your concern efficiently, please include:

  • A description of the issue.
  • Relevant dates, locations or individuals involved.
  • Any supporting information or evidence.
  • Your preferred contact details if you would like us to respond.

Our grievance process

Every grievance is considered on its own merits and handled fairly, impartially and with respect.

Step 1 – Acknowledgement

We will acknowledge receipt of your grievance within five working days.

Step 2 – Initial Review

We will review the information provided to determine whether the matter falls within the scope of this procedure.

If we determine that the matter is not a grievance under this procedure, we will explain the reasons for this decision and, where appropriate, direct you to a more suitable process.

Step 3 – Investigation

Where appropriate, we will investigate the matter by gathering relevant information, speaking with those involved and reviewing any supporting evidence.

We aim to complete investigations as promptly as possible and will normally provide an outcome within 30 working days. If additional time is required due to the complexity of the matter, we will keep you informed of progress and provide an updated timeframe.

Step 4 – Resolution

Following our investigation, we will determine an appropriate outcome.

Depending on the nature of the grievance, this may include:

  • Providing clarification or further information.
  • Taking corrective action.
  • Reviewing or improving policies or procedures.
  • Delivering additional training.
  • Taking appropriate management action.
  • Agreeing actions to prevent similar issues occurring in the future.

Where appropriate, we will communicate the outcome to the complainant while respecting confidentiality, privacy and legal obligations.

Step 5 – Closure

Once the grievance has been resolved, we will confirm the outcome with the complainant and formally close the matter.

Communication

Throughout the process, we aim to communicate openly, respectfully and transparently with the complainant.

Where appropriate, we will:

  • Acknowledge receipt of the grievance.
  • Provide updates on the progress of the investigation.
  • Explain any delays or requests for further information.
  • Communicate the outcome of the investigation.
  • Confirm when the grievance has been resolved.

If a concern is not accepted as a grievance under this procedure, we will explain the reasons for our decision and, where appropriate, signpost an alternative route for raising the issue.

Confidentiality

All grievances will be handled as confidentially as reasonably possible. Information will only be shared with individuals who need it to investigate or resolve the matter and in accordance with applicable legal obligations.

Protection from Retaliation

Rhythm Careers is committed to ensuring that any stakeholder who raises a genuine concern in good faith can do so without fear of retaliation, discrimination, harassment or any other detrimental treatment.

We do not tolerate retaliation against any individual who raises a grievance honestly or participates in an investigation. Any concerns regarding retaliation will be treated as a serious matter and investigated promptly and fairly.

Continuous Improvement

We value feedback as an opportunity to learn and improve.

We regularly review stakeholder feedback and grievances to identify trends, strengthen our policies and processes, and improve the experience of our stakeholders. Learning from feedback helps us continue to operate responsibly, ethically and inclusively while creating a positive impact through everything we do.

Policy Information

Policy Owner: Mark Nagle, Founder & Director

Last Reviewed: June 2026

Review Frequency: This procedure will be reviewed annually, or sooner if required to reflect changes in legislation, best practice or our business operations.