Email us directly
Send your grievance to complaints@lancsol.com. Include enough information for Lancashire Solutions Ltd to understand the issue and respond.
Complaints and stakeholder grievances
Raise a concern. We will handle it fairly.
Lancashire Solutions Ltd is committed to responsible business conduct, stakeholder governance, and continuous improvement. This page explains how stakeholders can raise a grievance, how grievances are reviewed, how decisions are made, how confidentiality is protected, and how we communicate the outcome.
How to raise a grievance
Choose the route that works for you.
This is a clear and accessible grievance route for stakeholders, including employees, suppliers, customers, investors, communities, end users, affected stakeholders, and those raising concerns on behalf of the local or global environment.
Use the form on this page
The form below helps you include your details, the issue, the impact, supporting information, and the outcome you are seeking.
Ask for an adjustment
If you require a different format or reasonable adjustment to submit a grievance, contact complaints@lancsol.com and explain what support is required.
Who can raise a grievance
This route is for affected stakeholders.
A grievance may be raised by any stakeholder who believes they are affected by Lancashire Solutions Ltd's activities, decisions, services, products, projects, supply chain, or business conduct.
WorkersExisting employees and future employees.
SuppliersSuppliers and delivery partners connected to our work.
CustomersCustomers using or affected by our services, products, or projects.
InvestorsInvestors and shareholders.
CommunitiesCommunities connected to our offices, suppliers, customers, investments, or project delivery locations.
End usersPeople using or affected by our services or technology.
Affected stakeholdersPeople raising concerns relating to access needs, protected characteristics, fair treatment, safety, privacy, or responsible technology use.
EnvironmentPeople raising concerns relating to the local or global environment.
RepresentativesPeople raising concerns on behalf of affected stakeholders, where appropriate.
What you can raise
We review concerns connected to our business.
Lancashire Solutions Ltd may accept a grievance where the issue relates to the company's business activities, decisions, services, products, projects, supply chain, or stakeholder impacts.
Issues we may accept as grievances
- Concerns about company conduct or decision-making.
- Concerns about accessibility, usability, fair treatment, or stakeholder impact.
- Concerns about AI, robotics, automation, or technology deployment.
- Concerns about safety, privacy, data handling, confidentiality, or responsible use.
- Concerns about customer service, project delivery, or service quality.
- Concerns about supplier conduct or delivery partner conduct connected to our work.
- Concerns about employee treatment, workplace conduct, or working practices.
- Concerns about environmental impact, including energy use, hardware lifecycle, travel, waste, or procurement.
- Concerns that we have not acted in line with our purpose, values, policies, stakeholder governance commitments, or legal obligations.
When we may not accept an issue as a grievance
- The issue is not connected to Lancashire Solutions Ltd, its services, projects, suppliers, workers, or business activities.
- The grievance is abusive, threatening, malicious, knowingly false, or submitted in bad faith.
- The issue is a general enquiry, sales query, or routine support request that can be handled through normal business communication.
- The issue is already being handled through another formal process, legal process, contractual dispute process, or regulatory process.
- There is not enough information to understand or review the issue, and the person raising it does not provide further information when requested.
If Lancashire Solutions Ltd does not accept an issue as a grievance, the company will explain why.
Process and deadlines
What happens after you contact us.
Lancashire Solutions Ltd aims to handle grievances fairly, carefully, and proportionately. Where a grievance is complex or requires additional time, we will explain the reason for the delay and provide an updated target response date.
Receipt of grievance
We will acknowledge receipt within 2 working days where contact details have been provided. The acknowledgement will confirm that the grievance has been received, who will handle it, whether more information is needed, and the expected review timeline.
Initial review and acceptance decision
We review whether the grievance falls within scope. Where possible, we will confirm whether the grievance has been accepted within 5 working days of receipt. If more information is needed, we may ask for clarification.
Review and information gathering
Where a grievance is accepted, we review the issue and gather relevant information. Information is only shared with people who need to be involved in order to review or resolve the grievance.
Decision-making
Grievances are managed by the Head of People & Culture. Where a grievance involves a conflict of interest, we will take reasonable steps to ensure the issue is reviewed fairly.
Resolution and response
We aim to provide a written response within 10 working days of receiving the grievance. The response may include the decision reached, any resolution offered, any corrective action, and whether the grievance is considered closed.
Closure
A grievance is closed when the issue has been reviewed, the outcome has been communicated or the issue has not been accepted with reasons, any agreed action has been recorded, and the person raising the grievance has been told it is closed.
Resolution
We focus on fair, practical outcomes.
The appropriate resolution will depend on the nature of the grievance. Lancashire Solutions Ltd will seek to resolve grievances in a way that is fair, proportionate, practical, and aligned with the company's purpose and stakeholder governance commitments.
Possible resolutions
- Providing an explanation or clarification.
- Correcting an error.
- Providing an apology where appropriate.
- Deciding that no further action is required and explaining why.
Improving how we work
- Updating a process, document, policy, control, or communication.
- Improving accessibility, usability, safety, privacy, or stakeholder safeguards.
- Changing a project delivery approach.
- Recording lessons learned for future projects.
Follow-through
- Reviewing supplier or delivery partner arrangements.
- Taking internal corrective action where appropriate.
- Assigning agreed corrective actions and following them up.
- Reflecting outcomes in company practice, training, controls, and policy where appropriate.
Protection and confidentiality
You should be able to raise a concern safely.
Lancashire Solutions Ltd does not tolerate retaliation against anyone who raises a grievance in good faith or assists with a grievance review. We handle grievance information confidentially and proportionately.
Protection from retaliation
Retaliation may include dismissal, demotion, exclusion, intimidation, threats, unfair treatment, loss of work opportunity, negative supplier treatment, or any other disadvantage linked to raising or supporting a grievance.
- You may request that your identity is kept confidential.
- We limit access to grievance information to those who need to know.
- We take confidentiality breaches, intimidation, or retaliation seriously.
Confidentiality and data protection
Information may be used to review the grievance, communicate with you, investigate the issue, make a decision, implement a resolution, record lessons learned, and meet legal, contractual, regulatory, or certification obligations.
- We do not publish personal details without a lawful basis or appropriate consent.
- Where sharing is necessary, information is shared only to the extent reasonably required.
Sensitive circumstances
Where a grievance involves a person with access needs, protected characteristics, a sensitive role, a dependent relationship, or another circumstance that may increase risk, we take additional care when deciding how information is handled.
Tracking and accountability
We record, review, and learn from grievances.
Lancashire Solutions Ltd maintains an internal grievance register to monitor and track grievances. The register is not published in full because it may contain personal, confidential, commercial, employment, or legally sensitive information.
Internal grievance register
The register helps us monitor grievance handling, identify recurring issues, track status, and confirm whether grievances have been resolved and closed.
- Case reference and date filed.
- Status, such as under review, active, or closed.
- Nature of grievance, key process dates, outcome, corrective action, and closure confirmation.
Annual grievance summaries
We prepare an annual summary of grievances for each financial year, showing status and subject matter while protecting confidentiality, personal information, commercial sensitivity, and privacy.
- Available on request by contacting complaints@lancsol.com.
- Where no grievances have been filed, this is recorded in the annual summary.
Defined responsibility
The Head of People & Culture has defined responsibility for managing the grievance procedure, including monitoring the inbox, maintaining the register, coordinating review, protecting confidentiality, and ensuring corrective actions are followed up.
Effectiveness and review
We keep the procedure under review.
We demonstrate effectiveness by maintaining evidence that grievances are tracked, reviewed, resolved, and closed. This procedure is reviewed at least annually and when there is a material change to our services, governance, stakeholder map, delivery model, supplier base, or operating context.
Evidence we maintain where grievances have been filed
- Grievance case reference and register entry.
- Acknowledgement and process communications.
- Review notes, evidence considered, and decision notes.
- Resolution or corrective action records.
- Closure confirmation, lessons learned, and changes to policy, training, supplier management, project delivery, or internal controls where appropriate.
When no grievances have been filed
- This published grievance procedure and form.
- The complaints@lancsol.com grievance route.
- The internal grievance register template.
- The annual grievance summary showing no grievances filed.
- Evidence that responsibility for grievance management is assigned to the Head of People & Culture.
Stakeholder grievance form
Tell us what happened.
Complete the form below and use the buttons at the end to compose an email or copy the completed text. You may also raise a grievance by email without using this form, provided you include enough information for us to understand the issue.
Lancashire Solutions
Business Park, Fulwood PR3 5LR, Lancashire, England
Communication during the grievance process
We will communicate with the person raising the grievance as needed throughout the process. This may include acknowledgement of receipt, confirmation of whether the issue has been accepted, requests for further information, timeline updates, explanation of the process and scope, notification of delays, outcome and resolution, and confirmation that the grievance has been closed.