Grievance Policy & Procedure

For clarity this policy refers to Gemserv Limited, trading as Talan.

1. Statement of Intent

Gemserv Limited, trading as Talan is committed to conducting business responsibly, ethically, and transparently. As part of our values and ethical governance, we provide a formal mechanism through which stakeholders—including clients, suppliers, community members, and others—may raise concerns related to legal, ethical, social, or environmental matters. This Grievance Policy outlines how individuals can submit a concern, how Gemserv Limited, trading as Talan will handle the grievance, and our commitment to accountability, transparency, and non-retaliation.

2. Scope

This policy applies to any external stakeholder interacting with Gemserv Limited, trading as Talan  who wishes to raise a grievance concerning:

• Unethical conduct
• Environmental harm or non-compliance
• Legal or regulatory violations
• Human rights, diversity, or workplace concerns linked to Gemserv Limited, trading as Talan or our suppliers

3. Grievance Submission Process

Grievances can be submitted via:

• Grievance form
  • PDF Version of Form - below
  • Online Form - below
  • If you require a Word version of the Grievance form please contact grc@talan.com and they will email you a copy.
• Email: grc@talan.com
• Postal Mail: FAO: Head of Governance, Risk & Compliance (GRC), Talan, 77 Gracechurch Street, London, EC3V 0AS

All submissions will be treated confidentially and reviewed independently by our Governance, Risk & Compliance function.

4. Process Steps and Timelines 

1. Acknowledgement of grievance within 3 working days
2. Initial review and classification within 7 working days
3.  Investigation and engagement with relevant parties (if required)
4. Resolution target within 30 working days
5. Outcome communication to complainant and closure

If the grievance does not meet the accepted grounds, the stakeholder will be informed in writing with a rationale.

5. Protection and Non-Retaliation

Gemserv Limited, trading as Talan will not tolerate retaliation against any individual who raises a concern in good faith. External stakeholders are equally protected. In cases of suspected retaliation, the complainant may escalate to the Manager, Governance Risk & Compliance at [add email address]

6. Types of Concerns

We accept concerns involving:

• Environmental impact or sustainability violations
• Data protection or legal non-compliance
• Ethical issues involving staff, suppliers, or services

The following are not typically covered:

• Customer service feedback (should be sent via general feedback form)
• Anonymous submissions lacking sufficient detail

7. Oversight and Review

The Governance Risk and Compliance (GRC) Manager is responsible for the implementation and oversight of this procedure. This policy is reviewed annually and updated as needed.