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Businesses should have open and clear complaints policy

A clear complaints policy has always been best practice but recent high profile cases are showing the implications, both financial and reputational,  if this is not the case, with profits plummeting and negative headlines dominating the press.

Topshop boss Sir Philip Green and founder Ray Kelvin at fashion retailer Ted Baker have both had staff make allegations of inappropriate behaviour, with Topshop employees claiming Green groped, threatened and humiliated them. Kelvin has now taken leave of absence. At Deloitte, one of the Big Four accountancy firms, chief executive David Sproul revealed that 20 partners had been fired from Deloitte over a four-year period, saying that rather than hide away from the negative aspect of such figures, he wanted to be transparent and demonstrate commitment to a fair and inclusive working environment.

An open attitude as to how complaints are dealt with and facing up to any such issues, improving the workplace culture where necessary, to safeguard employees, is vitally important, not just to protect share prices.

All businesses should have a clear complaints policy, in writing and shared with both management and staff, with a clear pathway and a safe environment for handling any complaints.

Employees are protected in the workplace by the Equality Act 2010, which makes it unlawful for an employer to allow any job applicant or employee to be subject to any harassment, whether of a sexual nature, or other intimidating behaviour. It is the employer who is responsible for preventing such behaviour, as they are liable for any harassment suffered by their employees in the workplace.

Posted on 5 February, 2019 by Ortolan

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