Accountability, Feedback & Continual Improvement
At Cadman Cranes, we believe responsible business requires openness, accountability and a structured commitment to continual improvement.
We actively encourage feedback from employees, clients, suppliers, subcontractors and members of the public.
Constructive feedback and the responsible raising of concerns enable us to strengthen our operations, uphold our standards and ensure we operate safely, ethically and responsibly at all times.
Our Approach to Continual Improvement
Continual improvement is embedded within our management systems and leadership oversight.
We regularly review and assess:
- Health & safety performance
- Environmental impact and resource efficiency
- Operational performance and service delivery
- Employee wellbeing and engagement
- Ethical standards and governance
- Community and stakeholder impact
We use internal audits, incident investigations, performance metrics, training reviews and stakeholder feedback to identify areas for improvement. Where issues are identified, corrective and preventative actions are formally documented, assigned clear responsibility and reviewed for effectiveness.
Senior leadership maintains oversight of improvement initiatives to ensure accountability at the highest level of the business.
Stakeholder Feedback & Grievance Mechanism
Cadman Cranes maintains a formal mechanism for both general service feedback and the submission of official complaints or grievances. These processes are accessible to both internal and external stakeholders.
Concerns may relate to:
- Health & safety practices
- Environmental matters
- Employment practices
- Discrimination, harassment or bullying
- Ethical conduct
- Operational impacts
- Breach of company policies or legal obligations
Stakeholders who may raise feedback or concerns include:
- Employees and agency workers
- Subcontractors and suppliers
- Clients and project partners
- Local residents and community members
- Any individual affected by our operations
How to Raise a Concern
Service Feedback
Clients and project partners are encouraged to provide structured feedback following the completion of a project. This enables us to assess service delivery, identify improvement opportunities and recognise areas of strong performance.
Feedback can be submitted via our Service Feedback Form.
All feedback is reviewed by management and contributes to performance evaluation, operational refinement and ongoing training.
Formal Complaints
Where a stakeholder wishes to raise a formal complaint or grievance, this should be submitted via our Official Complaints Form.
This form should be used for concerns relating to:
- Health & safety matters
- Environmental issues
- Ethical concerns
- Service failures
- Conduct of employees or subcontractors
- Breach of policy or legal obligations
- Any matter requiring formal investigation
Complaints may also be submitted:
- In writing to our registered office
- Directly to a senior member of staff
- Through our confidential whistleblowing channel (for serious concerns)
Anonymous submissions are accepted. Individuals raising concerns in good faith will be treated fairly and respectfully.
Our Grievance Handling Procedure
Acknowledgement
All formal complaints are acknowledged within five working days where contact details are provided.
Initial Review
The concern is assessed within five working days of acknowledgement to determine its nature, severity and the appropriate level of investigation.
Investigation
An impartial investigation is conducted by an appropriate manager or senior leader not directly involved in the issue. Investigations will normally commence within ten working days of the initial review and will normally be completed within ten working days. More complex matters may require additional time depending on the circumstances; however, every effort will be made to conclude investigations within twenty working days. Where necessary, external advisors may be appointed to ensure independence.
Communication
We maintain appropriate communication with the individual raising the concern, providing updates as soon as possible and at regular intervals. Updates will normally be provided at least every ten working days until the matter is concluded.
Outcome & Corrective Action
We document all findings and clearly record the rationale behind any decisions made. These are communicated to the relevant parties, normally within five working days of the investigation concluding, and where necessary, corrective actions are implemented within defined timescales. Where trends or systemic issues are identified, wider preventative measures are introduced to address root causes and drive continuous improvement.
Escalation
If a stakeholder is dissatisfied with the outcome, the matter may be escalated to senior leadership for further review within ten working days of the outcome being communicated. The escalation review will normally be completed within ten working days of receipt.
Whistleblowing & Non-Retaliation
Cadman Cranes operates a formal Whistleblowing Policy designed to protect individuals who report serious concerns in good faith.
Reportable matters include, but are not limited to:
- Criminal activity
- Breach of legal or regulatory obligations
- Serious health & safety risks
- Environmental damage
- Fraud, bribery or corruption
- Deliberate concealment of wrongdoing
Protection Against Retaliation
We operate a strict non-retaliation policy.
No individual will suffer dismissal, demotion, harassment, discrimination or any form of disadvantage for raising a genuine concern in good faith. Retaliation against a whistleblower will result in disciplinary action.
Confidentiality
All concerns are handled confidentially and in accordance with data protection legislation. Information is shared only on a need-to-know basis to enable fair investigation.
Serious whistleblowing matters are escalated to senior leadership and, where appropriate, Board-level oversight.
Monitoring & Governance Oversight
To ensure effectiveness and continuous improvement, we:
- Record and track formal complaints and whistleblowing reports
- Monitor response times and resolution outcomes
- Review trends and recurring themes
- Implement corrective and preventative actions
- Conduct periodic policy reviews
Senior leadership reviews significant matters and ensures appropriate governance oversight.
Our Commitment
We recognise that strong businesses are built on trust, transparency and accountability.
By providing accessible mechanisms for feedback and raising concerns — and by responding in a structured, fair and documented manner — we aim to uphold high standards across all areas of our operations.
If you wish to provide feedback or raise a concern, please use the appropriate form outlined above.
Looking for a sustainable mobile crane hire or contract lifting provider?
For more information on our net-zero lift management solutions, or to discuss your project in detail, contact us directly.
