Stakeholder Grievance Procedure

At Ritual Cacao, we are committed to operating with integrity, transparency and care for the people, communities and environments connected to our business.

We welcome feedback and take concerns seriously. This procedure explains how stakeholders can raise a grievance or concern with us, and how we will respond.

Who can raise a grievance?

This procedure is open to anyone who is affected by, or connected to, Ritual Cacao, including:

  • customers

  • suppliers

  • farmers and producer communities

  • employees, contractors and freelancers

  • stockists and wholesale partners

  • community members

  • collaborators and other stakeholders

What can be raised?

A grievance may relate to concerns about our social, environmental or governance impact, including:

  • product quality or transparency

  • ethical sourcing

  • supplier or trading relationships

  • environmental impact

  • treatment of workers, contractors or collaborators

  • misleading communication or marketing

  • behaviour that does not reflect our values

  • any other concern connected to how Ritual Cacao operates

How to raise a grievance

Please email your concern to:

[hello@ritualcacao.co.uk

Please include as much information as possible, including:

  • your name and contact details, unless you wish to remain anonymous

  • your relationship to Ritual Cacao

  • a clear description of the concern

  • any relevant dates, evidence or supporting information

  • what outcome or resolution you are seeking, where relevant

If you wish to raise a concern anonymously, you may do so. However, please be aware that this may limit our ability to investigate or respond fully.

Our response process

We will acknowledge receipt of your grievance within 5 working days.

We will review the concern and, where appropriate, investigate the matter. This may include speaking with relevant people, reviewing records, requesting further information, or taking advice.

We aim to provide a response within 21 working days. If the matter is complex and requires more time, we will let you know and explain the expected timeframe.

Confidentiality and protection

All grievances will be treated sensitively and confidentially, as far as reasonably possible.

Ritual Cacao will not tolerate retaliation against anyone who raises a concern in good faith. Stakeholders should feel able to raise grievances safely and without fear of negative consequences.

Accountability

Grievances will be reviewed by Rebekah Shaman

Where a grievance is upheld, we will take appropriate action. This may include correcting an issue, improving our processes, updating policies, providing an explanation, or taking other reasonable steps to resolve the concern.

We will keep a record of grievances received, how they were reviewed, and any actions taken, so that we can identify patterns, improve our practices and remain accountable to our stakeholders.

Review

This procedure will be reviewed annually, or sooner if needed, to ensure it remains accessible, fair and effective.