Anyone—a client, a supplier, a community partner, or a member of the public — can raise a concern about Creative Attitude’s social or environmental impact. You can do it anonymously. Raising a concern will never affect your relationship with us.

We acknowledge every concern within 5 business days and share the outcome of our review within 30 business days. All grievances are reviewed by our Managing Member.

Raise a concern →

Opens our secure intake form in a new tab. Name and email are optional.

What happens next

1. Acknowledgement — within 5 business days of receipt, we confirm receipt and name the reviewer.
2. Admissibility decision — within 10 business days, we decide whether the grievance is accepted for review and communicate that decision with reasons.
3. Review — within 20 business days of acceptance, we gather relevant records, speak with the person who raised the grievance and any other parties involved, and request any clarification needed.
4. Resolution and response — within 30 business days of receipt, we communicate the outcome in writing: findings, decision, any corrective action, and the timeline for that action. If more time is required, we notify the person in writing before day 30 with the reason and a revised date.
5. Follow-up — within 90 days of resolution, we confirm that agreed corrective actions were completed and offer the person an opportunity to respond if they believe the resolution was inadequate. Matters that remain unresolved are escalated to an independent third party agreed upon by both parties.
6. Record-keeping — we maintain a confidential log of all grievances, decisions, and resolutions, retained for a minimum of five years and reviewed annually as part of impact reporting.

What we can and can’t take on

A grievance is accepted for review when it: (a) concerns Creative Attitude’s conduct, services, operations, or social and environmental impact; (b) is submitted by a stakeholder affected by, or with a legitimate interest in, that conduct; and (c) describes the concern with enough specificity for us to investigate.

A grievance may be declined when it falls outside our operations or control, duplicates a matter already resolved with no new information, or cannot be investigated for lack of information after we have requested clarification. In every case — accepted or declined — we document the decision and the reasoning behind it and communicate both to the person who raised the grievance.

How things get resolved

Resolution may include an explanation or correction of the record; an apology; a change to our process, policy, or contract terms; re-performance or adjustment of services; financial remedy where appropriate; or ending a relationship that cannot be brought into line with our commitments. The remedy is proportionate to the harm identified and is documented alongside the grievance.

Protection against retaliation

No stakeholder will face retaliation for raising a grievance in good faith. Specifically:

• Grievances may be submitted anonymously through the public grievance form.
• The identity of the person raising a grievance is kept confidential and shared only with their consent or where disclosure is legally required.
• Raising a grievance will not affect a client’s engagement, a contractor’s future work, or a community partner’s relationship with Creative Attitude.
• Retaliation by anyone acting on Creative Attitude’s behalf is itself grounds for a grievance and for ending that person’s engagement.
• We state this protection publicly alongside the grievance form.

This procedure implements PSG 3.1 of our Purpose Statement & Theory of Change.

Questions about this policy, or concerns you’d rather raise directly, can be sent to info@ourcreativeattitude.com.