Stakeholder grievance policy​​

1. OUR COMMITMENT
Pineapple is committed to operating with the highest standards of integrity, accountability, and transparency. We value the perspectives of all our stakeholders, including clients, suppliers, partners, and community members.

We recognise that concerns or grievances may arise, and we are committed to resolving them in a fair, timely, and effective manner. This policy provides a clear and accessible process for any external stakeholder to raise a grievance with us.

This policy exists alongside our internal employee grievance procedures.

 

2. HOW TO RAISE A GRIEVANCE

We encourage stakeholders to raise concerns directly with their main contact at Pineapple, as this is often the fastest way to a resolution. However, if you do not feel comfortable doing so, or if you are not satisfied with the response, you can submit a formal grievance.
 

Formal grievances should be submitted in writing via email to: chat@pineapplepartnerships.com

Please include as much detail as possible in your grievance, including:

• Your name and contact information.

• The nature of your grievance.

• The date(s) the issue occurred.

• Any relevant documents or correspondence.

• The resolution or outcome you are seeking.

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3. OUR GRIEVANCE PROCESS

We will manage all grievances in a confidential and professional manner.

1. Acknowledgement (Within 2 working days): We will formally acknowledge receipt of your grievance and confirm that it is being reviewed.

2. Initial Assessment (Within 5 working days): We will assess your grievance. We will accept any grievance that relates to our business operations, the conduct of our staff, our partners, or our compliance with legal or ethical standards.

3. Response & Investigation:

   • If your grievance is accepted, we will confirm this in writing and outline the steps we will take to investigate. We will provide you with a dedicated contact person and an estimated timeline for the investigation.

   • If your grievance is not accepted (e.g., it does not relate to our business or is a legal matter that must be handled by a court), we will provide a clear and respectful rationale for this decision.

4. Resolution:

   • For all accepted grievances, we will conduct a fair and impartial investigation.

   • We will facilitate a resolution, which may include mediation, a change in our process, an apology, or other appropriate actions.

   • We will communicate the outcome of the investigation to you, respecting the confidentiality of all parties involved.

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5. NON-RETALIATION

Pineapple strictly prohibits any form of retaliation against a stakeholder who raises a grievance in good faith. We are committed to protecting any individual or group from any negative consequences as a result of using this policy.

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6. POLICY REVIEW

This policy will be reviewed annually to ensure it remains effective and accessible.

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Thank you for visiting our site.

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Last reviewed: 30 October 2025