How does the complaints procedure work?
a. Complaints and acknowledgement of receipt
After a complaint has been submitted, it is immediately forwarded to the Compliance Department. You will receive acknowledgement of receipt. In addition, we will notify you of the next steps, the timing of the procedure and your rights regarding protection from being disadvantaged or punished.
b. Plausibility check
After the complaint has been received, the Compliance Department will carefully check whether it is plausible. As the Whistleblower, you will be contacted to enable us to better understand the situation.
If your complaint is not plausible, you will be promptly notified and given a brief explanation. The complaints procedure is then deemed to have been completed.
Where required, we will take immediate action to minimise or stop (imminent) breaches and violations.
c. Clarifying the situation
Plausible complaints are thoroughly investigated by the Compliance Department, taking account of the applicable statutory regulations. Where required for appropriate handling, relevant departments or external experts may be involved while respecting the principle of confidentiality. The Compliance Department will appropriately involve the Whistleblower in clarifying the situation. If no preventive or remedial actions are required after the situation has been clarified, the complaints procedure will be closed.
d. Preventive and remedial actions
If the complaints procedure results in appropriate preventive or remedial actions, the Motel One Group will plan and implement these or address their implementation with the person responsible for the violation and support them with this. As the Whistleblower, you will be appropriately involved in developing a solution throughout the complaints procedure.
e. Completion of the complaints procedure and evaluation
The Compliance Department will notify you of the outcome of the complaints procedure. The Whistleblower can evaluate the complaints procedure.
The complaints procedure is closed, provided the reported risk has been adequately minimised or the reported breach has been adequately prevented or stopped or its magnitude has been minimised. It can also be classified as completed provided a specific cessation and minimisation schedule has been agreed with the person responsible for the violation and its implementation has begun. Finally, it is deemed to have been completed when the business relationship has been terminated by the Motel One Group, thereby leaving no more scope for intervention.
f. Option of additional contact, particularly with regard to retaliation
Please contact us at any time, even after the complaints procedure has been completed, if you fear retaliation.