{"id":91662,"date":"2026-08-21T14:25:09","date_gmt":"2026-08-21T12:25:09","guid":{"rendered":"https:\/\/www.gresb.com\/?page_id=91662"},"modified":"2026-08-25T09:23:30","modified_gmt":"2026-08-25T07:23:30","slug":"stakeholder-complaints-procedure","status":"publish","type":"page","link":"https:\/\/www.gresb.com\/stakeholder-complaints-procedure\/","title":{"rendered":"Stakeholder Complaints Procedure"},"content":{"rendered":"\n
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\n Who Can Submit <\/h2>\n \n
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This mechanism is available to external stakeholders affected by GRESB’s activities, products, services, business relationships, or outputs, including:<\/p>\n

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  • Investor members and users of GRESB assessments, data, reports, benchmarks, scores, analytics, or other outputs<\/li>\n
  • Participants and entities assessed by or through GRESB, including managers, asset owners, asset operators, and companies connected to an assessed asset, portfolio, fund, or product<\/li>\n
  • Partners, assessment partners, solution providers, suppliers, contractors, and service providers<\/li>\n
  • Communities, civil society organizations, public bodies, and any other individual or organization affected by GRESB’s activities<\/li>\n<\/ul>\n <\/div>\n \n \n
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    \n What This Procedure Covers <\/h2>\n \n
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    GRESB will treat a submission as a formal complaint where it relates to a specific GRESB output and concerns:<\/p>\n

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    • The sources of data used for an individual GRESB output, including alleged factual errors<\/li>\n
    • How a GRESB\u00a0methodology\u00a0has been applied to an individual assessment, score, benchmark, or report<\/li>\n
    • Whether an individual GRESB output is representative of the assessed entity, asset, portfolio, fund, or product<\/li>\n<\/ul>\n

      GRESB will also treat a submission as a stakeholder grievance where it relates to GRESB’s social, environmental, human rights, ethical, or governance impacts; conduct inconsistent with GRESB’s policies, public commitments, or B Corp certification; or retaliation connected to raising a concern.<\/p>\n

      Routine customer support, billing questions, and standard assessment support are handled through GRESB’s regular support channels rather than this mechanism.<\/p>\n <\/div>\n \n \n

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      \n How to Submit <\/h2>\n \n
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      Stakeholders may\u00a0submit\u00a0a grievance or complaint through the dedicated online\u00a0form below.<\/p>\n

      To help GRESB process the submission, please include:<\/p>\n

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      • Your name, organization, and contact details<\/li>\n
      • Your relationship to GRESB<\/li>\n
      • A clear description of the issue, including relevant dates and stakeholders where applicable.<\/li>\n
      • Whether the matter has already been raised with GRESB<\/li>\n<\/ul>\n <\/div>\n \n \n
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        \n Target Timelines <\/h2>\n \n
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        Step<\/strong><\/td>\nTarget Timeline<\/strong><\/td>\n<\/tr>\n
        Initial review and acknowledgment<\/span><\/td>\nWithin 20 business days of receipt<\/span><\/td>\n<\/tr>\n
        Investigation<\/span><\/td>\nWithin 45 business days after acceptance, where\u00a0practicable<\/span><\/td>\n<\/tr>\n
        Outcome communicated<\/span><\/td>\nWithin 90 business days of receipt, where\u00a0practicable<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n <\/div>\n \n \n
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        \n Fairness, Independence, and Non-Retaliation <\/h2>\n \n
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        GRESB handles grievances and complaints fairly and with\u00a0appropriate independence.\u00a0Where a complaint concerns a specific GRESB output, the inquiry will be led and decided by personnel who were not involved in preparing, reviewing,\u00a0validating, scoring, approving,\u00a0determining, or issuing the output concerned.<\/p>\n

        GRESB handles information on a need-to-know basis and\u00a0in accordance with\u00a0applicable privacy, confidentiality, legal, and regulatory requirements.\u00a0GRESB prohibits retaliation\u00a0against anyone who raises a concern in good faith,\u00a0participates\u00a0in an investigation, or supports another person in using this mechanism.<\/p>\n <\/div>\n \n \n

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        \n Possible Outcomes <\/h2>\n \n
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        Depending on the findings, GRESB may provide an explanation, issue a correction, make a process or policy improvement, engage directly with the relevant party,\u00a0refer\u00a0the matter elsewhere, or close the matter with reasons if no further action is\u00a0warranted.<\/span><\/p>\n <\/div>\n \n \n

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