Raise a concern

Who can use this procedure

Anyone affected by what we do: clients, people who appear in or use our tours, employees, freelancers, suppliers, neighbours and members of the public. View 3sixty Limited trades as 360 Virtual Tours, and this procedure covers everything we do under either name.

What we accept as a grievance

A concern that View 3sixty Limited, or someone acting for us, has:

• caused harm to a person, a community or the environment
• treated someone unfairly or without respect
• breached the law, a contract or one of our published commitments
• made a marketing or environmental claim that is misleading.

General enquiries and routine service requests are handled as normal customer service. If we decide a concern is not a grievance, we will write to tell you why within 5 working days.

How to raise a grievance

Use the form on this page, email hello@360virtualtours.co.uk, or write to us:

If your grievance is about the director, address it to Gemma Gunn, Project Lead. Put “For Gemma Gunn, confidential” in the subject line of your email, or write by post marked private and confidential. Our email inbox is shared, so use post if you would rather the director did not see it.

You can raise a grievance anonymously by post, without giving your name. If you do, we cannot update you, but we will still investigate.

What happens next

1. Acknowledgement, within 5 working days. We confirm receipt, tell you whether we have accepted it as a grievance, and name the person handling it and anyone else who will need to be involved or informed.
2. Investigation, within 20 working days. We gather the facts, speak to those involved and ask you for anything further we need. If it will take longer, we tell you why and give you a new date.
3. Proposed resolution, within 30 working days of receipt. We write to you with our findings and what we propose to do. This may be an apology, a correction, a change to our practice, a refund or another remedy that fits the harm.
4. Agreement and close. We ask whether the resolution settles the matter. Once the agreed actions are complete, we confirm in writing that the grievance is closed.

We update you at each step. If you are not satisfied, you can ask for a review by an independent person from outside the company, appointed by us and agreed with you. Where the matter still cannot be settled, we will suggest mediation through a mediator registered with the Civil Mediation Council.

Protection from retaliation

Nobody will be treated worse for raising a grievance in good faith or for helping with an investigation. In practice this means:

• when you raise a grievance, we tell you at the outset who will need to be involved or informed
• your identity is shared only with the people who need it to investigate, and we ask your consent before sharing it or your information with anyone else
• the outcome is kept confidential between you, us and anyone who has to act on it
• we do not withdraw work, change terms, or take disciplinary or legal action because a grievance was raised
• any retaliation or breach of confidentiality by someone working for us is treated as a disciplinary matter
• a grievance about the director goes to the deputy grievance lead and is investigated by an independent person from outside the company.

Who handles grievances

Matthew Evans, director, is our grievance lead. He logs every grievance, keeps you informed and records the outcome. Gemma Gunn, Project Lead, is the deputy grievance lead and receives any grievance about the director. We keep a log of all grievances and review a summary every year.