Stakeholder Grievance Procedure

Purpose

delilah cosmetics limited is committed to conducting its business responsibly, ethically and transparently. We recognise that concerns or grievances may occasionally arise and are committed to providing a fair, accessible and confidential process for stakeholders to raise issues without fear of retaliation.

This procedure is available to all stakeholders, including workers, customers, suppliers, shareholders, business partners, contractors, local communities and any other individuals or organisations affected by the Company’s activities.

How to Raise a Grievance

Stakeholders may submit a grievance at any time by contacting:

Email: customerservices@delilahcosmetics.com

or by writing to:

The Directors
delilah Cosmetics Limited
Marlow PlaceStation Road, Marlow, Buckinghamshire SL7 1NB

Grievances may relate to, but are not limited to:

• Human rights concerns.
• Employment or workplace issues.
• Supplier conduct.
• Environmental impacts.
• Product safety or ethical concerns.
• Business integrity or ethical behaviour.
• Any activity that may conflict with the Company’s values, policies or legal obligations.

 How Grievances Are Managed

Upon receiving a grievance, the Company will:

1. Acknowledge receipt as soon as reasonably practicable.
2. Review the information provided.
3. Assess whether further information is required.
4. Investigate the matter fairly and impartially.
5. Determine appropriate actions where necessary.
6. Communicate the outcome, where appropriate and legally permissible.

The Company aims to acknowledge grievances within five working days and to provide an update or outcome within 30 days, although more complex matters may require additional time.

Confidentiality & Protection from Retaliation

All grievances will be treated confidentially wherever possible.

No individual will suffer retaliation, discrimination or disadvantage for raising a genuine concern in good faith, regardless of whether the concern is ultimately substantiated.

Any attempt to retaliate against a person raising a genuine concern will itself be treated as a serious matter.

Communication & Resolution

The Company will seek to keep the person raising the grievance informed throughout the process where appropriate.

Where a grievance is accepted, appropriate corrective actions will be considered and implemented where necessary.

Where a matter does not fall within the scope of this procedure, or insufficient information is available to investigate, the Company will explain this to the person raising the concern wherever reasonably possible.

Review

This Stakeholder Grievance Procedure is reviewed by the Directors at least annually, or sooner if there are significant changes to the business or relevant legislation.