External Grievance Procedure

At Metro, we are committed to maintaining open and transparent relationships with the local community, external stakeholders, and any third parties who may interact with us. We value feedback and take concerns, disputes, and complaints seriously. If you wish to raise a concern, the following procedure outlines the steps to ensure your issue is addressed promptly and fairly.

Scope

This procedure is for individuals or organisations outside of Metro who wish to raise a concern, dispute, or complaint regarding our operations, services, or impact on the community.

Types of Concerns

We welcome concerns related to, but not limited to:

– Environmental impact

– Community engagement and local impact

– Supplier and contractor relationships

– Health and safety practices

– Ethical standards

– Product or service issues

– Any other general grievances

How to Raise a Concern

If you have a concern or complaint, please follow these steps:

Step 1: Submit Your Grievance

You can submit your grievance in writing via the following methods:

– Email: enquiries@metroshipping.co.uk (Subject: External Grievance)

– Mail: Metro Shipping Ltd, Eclipse House, 2700 The Crescent, Birmingham Business Park, B37 7YE

Please include:

– Your name and contact details

– A clear description of the concern or complaint

– Any supporting documents or evidence

– What you would consider a reasonable resolution

Step 2: Acknowledgement

We will acknowledge receipt of your complaint within 5 working days.

Step 3: Investigation

Your concern will be assigned to a relevant department for investigation. We may contact you for further details or clarification. Investigations typically take up to 15 working days depending on the complexity of the issue.

Step 4: Response

Upon completion of the investigation, we will provide you with a formal written response. This will include:

– Our findings

– Any actions we intend to take

– An explanation if no further action is required

Appeal Process

If you are dissatisfied with the outcome of the investigation, you may request a review of the decision. This appeal should be submitted within 5 days of receiving the response, clearly outlining the reasons for your dissatisfaction.

Confidentiality

All complaints will be handled with the utmost confidentiality, and we will take every measure to protect the privacy of all parties involved.

Contact Us

If you have any questions regarding this procedure, please feel free to contact us.

This grievance procedure reflects Metro’s commitment to fostering positive relationships with our community and external stakeholders. Your feedback is essential in helping us continuously improve our practices.