Grievance Procedure Introduction

DLM Capital Group has an established procedure that allows the public to make inquiries or express concerns related to the group’s environmental and social policy and/or projects that it finances. The company responds to such inquiries in a timely manner. DLM Capital Group’s Corporate Communications Department manages the process of receiving, reviewing, and responding to communications from external stakeholders.

External stakeholders, be they individuals, civil society groups, or communities, can submit their questions or concerns to hello@dlm.group. Alternatively, they can communicate with DLM Capital Group via social media (Facebook and Twitter) from the DLM Capital Group’s website, https://dlm.group

Approach To DLM Capital Grievance Procedure

Where the question or concern relates to a DLM Capital Group financed project, the interested or affected party is first encouraged to discuss the matter directly with the project company. Where the particular company does not address a question or concern satisfactorily at the project level, the enquiring party can submit their query directly to DLM Capital Group in writing, providing the following information:

  • Name and contact information of the sender
  • Name of the project and/or company to which the concern relates
  • Description of the concern and any supporting documentation
  • Date of the incident or action giving rise to the complaint (if applicable)
  • Specific remedy sought (if applicable)
  • Any other information as deemed appropriate by the sender

Feedback To DLM Capital Grievance Procedure

DLM Capital Group’s Corporate Communications Department will provide a confirmation of receipt of the enquiry to the sender within 72 hours of receiving the written question or concern and will inform them that they will receive a written response via the medium of original communication within 21 business days.

The DLM Capital Group Corporate Communications Department will review the content of the communication and with input from the specific subsidiary, will draft a response. Input will be sought from the relevant Relationship Officer/Investment officer responsible for the project or transaction. The Group Head of Corporate Communications will review and approve the draft response within 10 working days. Once it is finalized, DLM Capital Group will relay it to the sender no later than 21 days from the receipt of the original communication.

Grievance Procedure Communications

Where DLM Capital Group considers that the communication from the sender raises serious environmental and/or social issues for a portfolio project, the relevant Relationship Officer/Investment Officer will immediately contact the client to seek any relevant information and may carry out an additional investigation. If this investigation leads the project team to conclude that the project is not meeting DLM Capital Group’s environmental and social policy standards, it will be subject to internal discussions.

Further to the initial acknowledgment of the inquiry, DLM Capital Group will then send a follow-up response to the sender about any steps requested from the client. This will be no later than 90 working days from the receipt of the original communication.

Submiting DLM Capital Grievance Procedure

There is no cost or fee associated with submitting a question or concern through this procedure. Interested and affected parties may submit queries or concerns without fear of retribution and may request that DLM Capital Group not disclose the names of individuals to the project company without prior permission.

The Corporate Communications Department will log and track all public inquiries received by way of this procedure, including the date received; the date the response was sent, and issues raised.