EXTERNAL STAKEHOLDER GRIEVANCE POLICY

Purpose 

Since Day 1 at MOJU we’ve been committed to doing things the right way. We commit to providing a transparent and accessible process for everyone who buys our products and who works alongside us to raise concerns related to our operations, products, partnerships, or social and environmental impact. This includes suppliers, contractors, customers, consumers, community members, NGOs and advocacy groups (we have an employee grievance policy for our employees).  

Grounds for Grievances  

Concerns can be raised in relation to any of the following:  

  • Health & Safety violations or ethical concerns 

  • Environmental or social impact of MOJU’s operations 

  • Business conduct, including fairness, transparency, or compliance 

  • Human rights or labour practices within MOJU’s supply chain 

  • Any breach of MOJU’s publicly stated values or commitments

Guiding Principles 

  • Accessibility: Our grievance mechanisms are publicly available and easy to use. 

  • Timeliness: We aim to investigate any claim promptly to minimise stress for all involved in the process.   

  • Fairness: We will treat all claims impartially and respectfully; and at an appropriate level of seniority, with escalation route where appropriate.  Noone will be penalised, disadvantaged or excluded for raising a concern. 

  • Confidentiality: Any handlers of the grievance submission and involved in the investigation process will treat it confidentially. No personal information is required to review a grievance claim if the person wanted to use an anonymised email/letter to submit the grievance and the claim will be investigated as far as possible if person wanted to remain anonymous.  

  • MOJU prohibits any form of retaliation against a person who raises a concern, participates in an investigation, or supports another person to raise a grievance in good faith. Retaliation includes dismissal, reduced hours or work, loss of business, adverse contractual treatment, intimidation, harassment, threats, discrimination, or other disadvantage. 

  • Any allegation of retaliation will be treated as a serious and separate grievance, investigated promptly, and escalated to the CEO or a Board representative who has not been involved in the original matter. Confirmed retaliation may result in disciplinary action, termination of a supplier or contractor relationship, or other appropriate remedial action. 

  • We will protect confidentiality on a need-to-know basis, offer anonymous reporting where practicable, and minimise the sharing of identifying information. We will assess whether any additional safeguards are needed for the person raising the concern 

Grievance Procedure 

Step 1: Submission 

  • A grievance can be raised via email or post (see details on MOJU’s Contact Us page) or by requesting a grievance form, which will allow the person to submit a grievance anonymously.

Step 2: Acknowledgement 

  • The grievance will be acknowledged within 7 working days.  Further information may be requested at this stage via the MOJU Grievance Form to ensure that all relevant information has been gained to investigate the claim. 

Step 3: Initial Review 

  • A subset of MOJUs Senior Leadership Group will complete a review and assign the most appropriate member to do the investigation which will determine:    

  • Validity of the grievance 

  • Urgency and potential impact 

  • Whether further investigation is required 

  • If required, external parties will be notified from a regulatory, safeguarding or legal perspective. 

Step 4: Investigation 

  • If necessary, an internal investigation will be launched. 

  • Stakeholders may be contacted for further information. 

  • Investigations will be completed within 20 working days. 

  • We will keep the person raising the grievance informed of material progress, including any delay to the target timescale, at least every 10 working days where contact details are available 

Step 5: Resolution 

  • A formal response will be provided within 30 working days of submission. 

  • Possible outcomes include: 

  • Apology and corrective action 

  • Policy or process changes 

  • Referral to senior management or external mediation 

  • Explanation of why the claim didn’t meet the criteria. 

Step 6: Escalation Path 

If the stakeholder is unsatisfied with the resolution, they may notify by email or post.   The process will then be automatically assessed by another appropriate person at MOJU who has not been part of the original grievance who will determine: 

  1. If the process has been duly followed. 

  1. If the information provided was duly considered. 

  1. Review additional information, if newly arisen. 

Each escalation level will respond within 10 working days. 

Monitoring and Reporting 

All grievances are logged and accessed by CEO, COO & FD 

Grievances will have the following information: 

  • Status (under review, active, or closed) 

  • Grievance case reference 

  • The date the grievance was filed 

  • Who raised the grievance (unless they have requested confidentiality 

  • The defendant 

  • The location of the grievance (if its not sensitive) 

  • The nature of the grievance 

  • COO will report volume & nature of grievances in the annual reporting to the Board.  

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