At PÄRLA, we’re committed to ethical, respectful, and transparent relationships with everyone we work with – from our colleagues to our customers and suppliers. Our Grievance Procedure provides a clear, accessible mechanism for anyone to raise concerns, problems, or complaints relating to our conduct, decisions, and business activities. All grievances are handled with care and respect, and in line with applicable legal requirements and recognised best practices.

This policy applies to all stakeholders, including colleagues, contractors, suppliers, partners, customers, community members, or any other party affected by PÄRLA’s activities.

Accessibility

Grievances may be raised via hello@parlaoralcare.com. Our inboxes are regularly monitored, and we aim to acknowledge all grievances within 5 business days of receipt.

Governance

The Managing Director (Hayley Costanzo) is responsible for managing grievances under this policy. Where necessary, a grievance may be escalated to the Co-Founder & CEO, Dr. Simon Chard.

When to Speak Up

We encourage you to speak up if you experience or witness actual or potential harm, unfair treatment, misconduct, unethical behaviour, or failures to meet stated commitments. This includes (but is not limited to):

• Employment or engagement conditions
• Health, safety, or wellbeing concerns
• Bullying, harassment, discrimination or intimidation
• Ethical, legal or compliance concerns

Grievances raised in good faith will be acknowledged and addressed by PÄRLA Oral Care. Where a concern may be outside our control, lacks sufficient information, or relates to a resolved issue, PÄRLA will clearly explain why the issue has not been accepted as a grievance. Where appropriate, we will provide an alternative process or escalation route to ensure your concerns are heard by the relevant parties.

How to Speak Up

1. Submission and Acknowledgement. All grievances should be submitted in writing and include sufficient detail on the nature of the concern, relevant dates, and evidence (where available). Please email this information directly to hello@parlaoralcare.com. PÄRLA will acknowledge receipt within 5 working days and confirm next steps.
2. Investigation and Facilitation of Resolution. PÄRLA will host an initial meeting or discussion within 5 working days of acceptance. At this stage, we will discuss concerns that have been raised, review relevant information or evidence, and explore proportionate and appropriate resolutions. If further investigation is required, we will take necessary steps and keep you in the loop with our findings.

Note: If you’d like, you may be accompanied by a representative or supporter, where appropriate.

1. Outcome. A written outcome will normally be provided within 10 working days after we’ve completed the investigation. The outcome will explain PÄRLA’s decisions and rationale, set out any actions and/or agreed remedies, and confirm whether the grievance is considered resolved or ongoing.
2. Appeal. Stakeholders may appeal the outcome within 5 working days, stating their grounds for appeal. Appeals will be review by our Co-Founder and CEO, Dr. Simon Chard, or another senior representative not previously involved. A final written decision will normally be issued within 5 working days of the appeal review.

PÄRLA will remain in close contact at all points of the process. We strive to provide an update within 5 working days (or 10, depending where you are in the process) but if you have more urgent questions or concerns, feel free to contact hello@parlaoralcare.com sooner.

Your Protection

PÄRLA strictly prohibits any form of retaliation, victimisation, or disadvantage against anyone who raise concerns in good faith, which is why we follow the below principles:

• Confidentiality of your identity
• Limited access to grievance information, i.e., only on a need-to-know basis
• Impartial and prompt investigation
• Safeguarding your privacy
• Non-retaliation

Confidentiality and Data Protection

All grievances will be handled sensitively and confidentially, subject to legal and investigatory requirements. Records will be stored securely and retained only for as long as necessary in line with applicable data protection laws.

Anonymised data will be used to compile an annual report to identify trends and patterns and improve policies and practices.

Policy Review

This policy will be reviewed annually by our Co-Founder & CEO, Dr. Simon Chard, to ensure it remains aligned with our company standards. Any updates will be shared with the relevant personnel.