Complaints

About our grievance procedure

We want to know when we’ve got something wrong. This procedure sets out how anyone affected by our work – clients, freelance collaborators, suppliers, community members, or any other stakeholder – can raise a concern about our social, environmental, or governance conduct, and what happens when they do.

This isn’t for routine support queries (technical issues, website problems, subscription matters). For those, please raise a Support Ticket or email support@madefortheworld.studio. This procedure is for concerns that go beyond day-to-day service – situations where someone believes we’ve acted in a way that conflicts with our values, commitments, or responsibilities.

What counts as a grievance

A grievance is a concern or complaint about Made for the World’s actual or potential social, environmental, or governance conduct. This might include:

• The accuracy or honesty of our public claims (for example, our B Corp status or environmental commitments)
• How we have treated a client, collaborator, supplier, or community member
• Our environmental or social impact
• A conflict of interest or breach of ethical conduct
• How a contract or agreement has been handled

If something doesn’t fall within this scope, we’ll explain why and, where possible, point the person to a more appropriate channel.

How to raise a grievance

You can submit a grievance by email: complaints@madefortheworld.studio

Or write to us at: Made for the World Ltd, Unit D228 Parkhall Business Centre, 62 Tritton Road, London, SE21 8DE

When raising a grievance, please include:

• Your name and contact details
• A clear description of your concern and the key facts
• The outcome you’re looking for
• Whether you’d like your identity kept confidential

You don’t need to provide extensive documentation to submit a grievance – we’ll work with you to gather whatever else is needed.

How we handle grievances

Step 1 – Acknowledgement (within 5 business days)

We’ll acknowledge receipt and confirm whether we’ve accepted the grievance within 5 business days. If we need more information before deciding, we’ll get in touch to ask. If we don’t accept the issue as a grievance, we’ll explain why in writing.

Step 2 – Review (within 20 business days)

Once accepted, we’ll review the grievance carefully. This may involve gathering information, speaking with relevant parties, or seeking independent input. We’ll keep the complainant updated throughout and let them know if we expect the review to take longer than 20 business days.

Step 3 – Resolution

We’ll provide a written response setting out our findings and any action we intend to take. Where appropriate, this may include an apology, a change in practice, or other remediation.

Step 4 – Closure

We’ll confirm in writing when the grievance has been closed. If the complainant is not satisfied with the outcome, they may request that the matter be escalated to an independent third party (see below).

Escalation and independent review

If someone is not satisfied with how we’ve handled their grievance, they can request an independent review. We’ll engage a third party with no conflict of interest in the matter to assess the grievance and provide a recommendation. We’ll confirm the identity and terms of reference of any independent reviewer with the complainant before they’re appointed.

For matters governed by our Letter of Engagement (LoE), the formal dispute resolution process is set out in the governing law and jurisdiction clauses of that agreement (England and Wales).

Confidentiality and protection from retaliation

We take confidentiality seriously. Specifically:

• We’ll keep the identity of anyone raising a grievance confidential where requested, and won’t share it without consent.
• We’ll let the complainant know at the outset who within Made for the World will need to be involved in handling the matter.
• We’ll seek consent before sharing information with any additional parties.
• We’ll maintain confidentiality regarding the outcome of the process.

We have a strict no-retaliation policy. No one will be treated less favourably for raising a concern – whether they’re a client, collaborator, supplier, or community member. Raising a grievance in good faith will never result in detriment. Any breach of this policy by anyone acting on our behalf will be treated as a serious matter.

Who is responsible

Day-to-day responsibility for managing grievances sits with Lucy Player, co-founder of Made for the World, with Chris Wolf (co-founder) as backup. Together, Lucy and Chris form the highest governing body of the studio. All grievances are logged, reviewed at board level, and included in our annual internal review of social and environmental performance.

Contact: complaints@madefortheworld.studio

Annual review

We maintain an annual log of any grievances received, including their status and subject matter. This log is reviewed annually at board meetings to identify patterns or areas for improvement. Where no grievances have been raised in a given year, we confirm that the process remains in place and accessible.

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Approved by both directors of Made for the World, September 2026. To be reviewed annually.