At Compass Studio, we'd always rather hear about a problem than not. If you're a client, supplier, freelancer, media contact, community partner or anyone else affected by our work, you can raise a concern with us and expect it to be taken seriously and handled confidentially. As a certified B Corp, we've committed to being accountable to everyone our work touches, and this procedure is one of the ways we hold ourselves to that.
What you can raise
You can raise a grievance about anything Compass Studio has done (or not done) that you believe is unfair, unethical, unsafe or against the law. This might include:
- Discrimination, bullying, harassment or unfair treatment
- A breach of our contracts, policies or B Corp commitments
- Misleading communications or greenwashing connected to our work
- Privacy or data concerns
- Late or incorrect payment of a supplier or freelancer
- Environmental or community harm connected to our work
Feedback on a live campaign or project is usually best raised with your account lead first, as they can often sort it quickly. Anything involving immediate danger or a crime should go to the relevant authorities. We can't accept complaints that are abusive or that have already been resolved through this process, but if we don't accept your concern as a grievance, we'll always explain why.
How to raise a concern
Please email feedback@compass-studio.com. This inbox goes directly to our Directors and isn't shared with the wider team. It helps to tell us what happened, when it happened, who was involved and what outcome you're hoping for, but you don't need to have all the answers or any evidence to get in touch.
What happens next:
- Within 3 working days: we'll confirm we've received your concern and who is handling it.
- Within 10 working days: we'll let you know whether we've accepted it as a grievance (and if not, why not) and explain the next steps.
- Within 30 working days: we aim to have it resolved. If it needs longer, we'll tell you why and give you a new timeframe.
- Along the way: we'll update you at least every 2 weeks.
How we resolve it
Depending on the issue, this might involve a conversation with the people involved, a facilitated meeting, a review of the relevant process or contract, or bringing in an independent third party. Once we've reached an outcome, we'll confirm it with you in writing, including what we're doing about it, and let you know the grievance is closed.
Our commitment to you
Raising a concern in good faith will never count against you. Your concern will only be shared with the people who need to know in order to resolve it, and anyone named in a grievance won't be involved in handling it. Your relationship with us, including any work or payments, won't be affected by providing feedback. Sharing this information with us helps us do better, and we’ll always treat it that way.