Stakeholder Grievance Procedure

Version 1.0 | 29 May 2026 | Approved by the Board

1. Purpose

Rabbie’s Tours is committed to operating in a responsible, ethical, and transparent manner. This grievance procedure provides a clear, accessible, and safe way for all stakeholders to raise concerns relating to the company’s negative impact including social, environmental, or governance impacts. This procedure applies to all stakeholders, including employees, customers, suppliers, contractors, community members, and partners.

2. Scope of Grievances

A grievance may be raised where a stakeholder believes they have been negatively affected by Rabbie’s Tours’ activities, including but not limited to:

  • Environmental impacts

  • Social or community impacts

  • Ethical concerns or misconduct

  • Human rights concerns

  • Workplace practices

  • Supplier or partner conduct

  • Governance or compliance issues

This procedure also applies to concerns related to Rabbie’s Tours’ lobbying, public affairs, or political engagement activities. Stakeholders may raise grievances regarding how the company influences or articipates in public policy, and such concerns will be reviewed and addressed through this process.

This procedure does not replace routine customer service complaints (e.g.booking/tour/accommodation issues), which should be directed to Customer Experience unless

they raise broader concerns. Employee relations have a separate internal grievance policy which is shared and available to all Rabbie’s team members.

3. Grounds for Accepting a Grievance

To be accepted, a grievance should include:

  • A clear description of the issue or concern

  • Relevant facts, dates, and locations

  • Any supporting evidence (where available)

  • •dentification of the party or activity involved

  • The outcome or resolution sought

Rabbie’s Tours reserves the right to decline grievances that:

  • Are incomplete or lack sufficient detail

  • Are knowingly false or malicious

  • Fall outside the scope of this procedure

If a grievance is not accepted, the stakeholder will be informed with an explanation.

4. How to raise a Grievance

Stakeholders can submit grievances via:

  • Online grievance form (available on our website)

  • Email: feedback@rabbies.com

  • Post: 22 Rose Street, Edinburgh EH2 2QA

Alternative arrangements can be made where accessibility support is required.

The Executive Team retains oversight and monitors any grievance related themes regularly.

Stakeholders may request confidentiality, which will be given as long as is reasonably practicable.

5. Grievance Process & Timeline

Step 1: Acknowledgement (Within 5 working days)

  • Confirmation of receipt

  • Outline of next steps

  • Request for further information (if needed)

Step 2: Initial Assessment (Within 10 working days)

  • Determine if the grievance meets acceptance criteria

  • Communicate decision to stakeholder

Step 3: Investigation (Within 30 working days)

  • Review evidence and gather additional information

  • Engage relevant internal or external parties

  • Maintain regular communication with the stakeholder

Step 4: Resolution (Within 45 working days)

  • Propose a resolution or action plan

  • Where appropriate, engage in dialogue with the stakeholder

Step 5: Closure (Within 5 working days of resolution)

  • Confirm outcome in writing

  • Explain any actions taken

  • Confirm closure of the grievance

If timelines need to be extended, the stakeholder will be informed with reasons.

Resolution timelines may vary, depending on the complexity of the issue.

6. Resolution Approach

Rabbie’s Tours aims to resolve grievances through:

  • Fair and impartial investigation

  • Open and respectful dialogue

  • Proportionate corrective actions

  • Continuous improvement of policies and practices

Resolutions may include:

  • Changes to processes or operations

  • Remedial actions

  • Apologies or acknowledgements

  • Escalation to external mediation where appropriate

Stakeholders have the right to appeal.

7. Communication with Stakeholders

We commit to:

  • Providing regular updates throughout the process

  • Clearly explaining decisions and outcomes

  • Confirming when a grievance has been resolved or closed

If a grievance is not accepted, we will explain why.

8. Confidentiality & Protection from Retaliation

Rabbie’s prohibits retaliation against any stakeholder who raises a concern in good faith.

We protect stakeholders by:

  • Allowing anonymous or confidential submissions where possible

  • Protecting data in compliance with UK data protection law.

  • Taking disciplinary action in cases of retaliation or confidentiality breaches

Rabbie’s maintains a Whistleblowing Policy.

  • Any concerns raised under this procedure are logged and managed confidentially.

  • Escalation routes exist to Executive leadership where appropriate.

9. Governance & Oversight

  • The head of Customer Experience is responsible for managing this process

  • Serious or sensitive grievances may be escalated to senior leadership

  • Records of grievances and outcomes are maintained securely

  • insights from grievances are used to improve company practices

10. Review

This procedure is reviewed periodically to ensure it remains effective and aligned with Rabbie’s

governance commitments and B Corp standards.

11. Accessibility

This procedure is publicly available on our website and can be provided in alternative formats upon request.

Approved by: The Board of Directors
Date: 29th May 2026