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TRO Guide
Welcome to the TRO Guide
This guide has been designed to help you through the various processes and procedures within TRO.  Please take time to read Section 1 so you understand more about the company.
You should ensure you are aware of the policies and procedures that TRO works to and refer to them when appropriate.
Save where expressly set out, this guide does not form part of any employee’s terms and conditions of employment and TRO reserves the right to amend this guide or the policies contained within at any time without notice.
Section One - Welcome to TRO ...................................................................................... ……..4
Equality of Opportunity ................................................................................................................5
Company Policies ........................................................................................................................6
Anti-Bribery Policy ....................................................................................................................6
Data Protection Policy .............................................................................................................7
Disciplinary, Dismissal & Appeal Policy Procedure and Rules ........................................9
Alcohol and Drugs Policy .................................................................................................... 15
Equal Opportunities Policy .................................................................................................. 17
Grievance & Appeal Procedure ........................................................................................ 18
Anti-Bullying and Harassment Policy ................................................................................ 21
Section Eight – Health & Safety ............................................................................................... 24
TRO’s approach .......................................................................................................................... 24
Manual Handling ................................................................................................................... 24
Control of Substances Hazardous to Health (COSHH) ................................................... 25
General Safety ....................................................................................................................... 25
Accidents & Emergencies ................................................................................................... 27
Staff Safety Code ................................................................................................................... 27
No-smoking Policy ................................................................................................................ 28
Section One - Welcome to TRO

We would like to welcome to you to TRO (hereafter referred to as ‘TRO’, ‘the company’ or ‘the Employer’)
Our Vision 
At TRO we know experience matters.  Our purpose is to create a world where marketing is immersive rather than interruptive.  We do this by creating experiences that deliver commercials value for our clients and enhance the way humans feel about brands.
Our Mission

Love it
Enjoy coming to work.  Be excited by the opportunities experiential marketing offers. Love to create, innovate and deliver exceptional ideas.  Respect and listen to our clients’ needs and have a love for providing the very best solutions to client challenges.  Respect, value and help each other. 
Grow it
Winning new clients and developing existing business will give opportunity for personal development and growth.  The opportunity to learn new skills and gain further experience. Growth and development is only possible if we increase both our turnover and profit year-on-year.  This provides the fuel for further investment and further growth.  
Our Values
Passion, Curiosity, Creativity, Initiative, Generosity and Bravery. And to make sure we’re staying true to these values - (i.e. really walking the walk).
Monitoring Immigration Status and Right to Work in the UK

As part of our ongoing compliance obligations any offer of employment is subject to satisfactory evidence that the individual is legally entitled to live and work in the UK.

1. Employee must provide relevant documents for illegal working checks on or before their first day and if they do not, they will not be able to start work until they do so;
2. The employment is conditional upon the employee proving that they have the legal right to work in the UK;
3. Where repeat checks are required, continuing employment is conditional upon the employee providing the necessary documents when requested to do so by the company;
4. The consequences of the employee not providing the relevant documents where repeat checks are required will result in dismissal.
5. TRO will undertake an annual audit immigration check for all work permit holders and Tier 2 migrants granted immigration permission from 28 January 2008.
Equality of Opportunity
TRO is an equal opportunities employer, and all people will be regarded as equal regardless of any protected characteristic they may hold or be perceived to hold. 
Recruitment and employment decisions will be made on merit, on the basis of fair and objective criteria.  Individuals will be assessed according to their capability to carry out a given job and assumptions will not be made that only certain types of person will be able to perform certain types of work. TRO’s selection procedures are reviewed from time to time to ensure that they are appropriate for achieving these objectives and for avoiding unlawful discrimination.
The requirements of job applicants who have or have had a disability should be reviewed to ensure that whatever possible reasonable adjustments are made to enable them to enter into employment with TRO.  
Training & Development

Our aim at TRO is to develop a skilled and adaptable workforce which will give our clients a first-class service and meets successfully the challenges of competition and continuing change.

TRO will brief all employees before every shift to ensure you are well equipped with all information to perform your job to the best of your abilities. Dependant on the campaign this will be via face to face training sessions to verbal over the phone briefings. 

Company Policies

Anti-Bribery Policy

We comply with all laws of the places where we do business. Our employees doing business internationally must comply with all applicable laws and regulations, regardless of what others may or may not do.

This includes compliance with anticorruption and anti-bribery laws, including the U.S. Foreign Corrupt Practices Act, the UK Bribery Act 2010, and any other local anticorruption and anti-bribery laws wherever we do business. 
What is a bribe?

A bribe means a financial or other inducement or reward for action which is illegal, unethical, a breach of trust or improper in any way. Bribes can take the form of money, gifts, loans, fees, hospitality, services, discounts, the award of a contract or any other advantage or benefit. Bribery includes offering, promising, giving, accepting or seeking a bribe. All forms of bribery are strictly prohibited. 

Employees must not under any circumstances:

> give or offer any payment, gift, hospitality or other benefit in the expectation that a business advantage will be received in return, or to reward any business received;
> accept any offer from a third party that you know, or suspect is made with the expectation that TRO will provide a business advantage for them or anyone else; or
> give or offer any payment (sometimes called a facilitation payment) to a government official in any country to facilitate or speed up a routine or necessary procedure;  
> use personal funds or doing through a third-party intermediary that which we are prohibited from doing directly; or
> threaten or retaliate against another person who has refused to offer or accept a bribe or who has raised concerns about possible bribery or corruption.

We strictly prohibit directly or indirectly promising, giving or receiving any type of bribe, kickback, payoff or inappropriate advantage (whether in cash or any other form) to any person with the intention of influencing that person to assist us in obtaining or retaining business or any other unfair advantage in the conduct of business for the Company. We are prohibited from using personal funds or doing through a third-party intermediary that which we are prohibited from doing directly. If you become aware or any violation of this policy, you are obligated to report it to a TRO Director. Any employee who breaches this policy will face disciplinary action, up to and including dismissal for gross misconduct.

Data Protection Policy 

The Company recognises, and the law requires, that everyone has rights with regard to how their personal information is handled. All businesses handling personal and/or sensitive data have to abide by the Data Protection Principles.  “Personal data” means any data relating to an identifiable living individual.  “Sensitive data” concerns such things as a person’s ethnic or racial origin, religious or political beliefs, health or sexual lifestyle. 

The regulations on data protection apply in particular (but not exclusively) to clients’ details held on file by the Company.  It is therefore important that all staff are aware of the principles of data protection and the need for confidentiality in respect of personal data. 

Any breach of this policy will be taken seriously and may result in disciplinary action. 

The Data Protection Principles 

Anyone processing personal data must comply with the eight enforceable principles of good practice.  The principles state that data must be: 

? Fairly and lawfully processed; 
? Processed for limited purposes and not in any manner incompatible with those purposes; 
? Adequate, relevant and not excessive;  
  • ? Accurate; 
  • ? Not kept for longer than is necessary; 
  • ? Processed in line with the data subject’s rights; 
  • ? Secure; 
  • ? Not transferred to countries without adequate protection. 
Personal data covers both facts and opinions about the individual.  It also includes information regarding the intentions of the Company (as the “data controller”) towards the individual. 

Processing Personal Data 

‘Processing’ is broadly defined and takes place when any operation is carried out on personal data.  This can include any of the following: 

  • ? organising, adapting or altering it; 
  • ? consulting, using or retrieving it; 
  • ? disclosing it or making it available to others; 
  • ? combining it with other data; 
  • ? erasing or destroying it. 
The Act requires that personal data be processed “fairly and lawfully”.  Personal data will not be considered to be fairly processed, unless certain conditions are met.  A “data subject” (i.e. the individual whose data is being held) must be told the identity of the data controller and why that information is or is to be processed. 
Processing may only be carried out where one of the following conditions has been met: 

  • ? The individual has given his or her consent to the processing; 
  • ? The processing is necessary for the performance of a contract with the individual; 
  • ? The processing is required under a legal obligation; 
  • ? The processing is necessary to protect the vital interests of the individual; 
  • ? The processing is necessary to carry out public functions; 
The processing is necessary in order to pursue the legitimate interests of the data controller or third parties (unless it could prejudice the interests of the individual). 
Processing Sensitive Data 
The Data Protection Act makes specific provision for sensitive personal data.  Sensitive data includes racial or ethnic origin, political opinions, religious or other beliefs; trade union membership; health; sex life; criminal proceedings or convictions. 
Sensitive data can only be processed under strict conditions, which include:
  • ? Having the explicit consent of the individual; 
  • ? Being required by law to process the data for employment purposes; 
  • ? Needing to proceed the information in order to protect the vital interests of the data subject or another; 
  • ? Dealing with the administration of justice or legal proceedings. 
Personal information in respect of either clients or employees must be deal with in accordance with the above principles.  If at any time you are in doubt about the processing of data and your obligations under the Data Protection Act you should consult your Line Manager for further guidance. 

It is an employee’s responsibility to update any personal data (such as address or contact information) to ensure that the data held on them is not inaccurate. The Company will not keep data for longer than is necessary for the purpose. Data will be destroyed or erased from our systems when it is no longer required, or if it is inaccurate. 

Disciplinary, Dismissal & Appeal Policy Procedure and Rules


This document details the procedure which will usually be followed in the event of it proving necessary to take action of a disciplinary nature against employees. The intention is that potential disciplinary cases be dealt with at an early stage with a view to resolving problems as quickly and fairly as possible.
The procedure will apply in most cases of misconduct or where any disciplinary action (including dismissal for any reason) is contemplated (save for verbal warnings).  It will be operated in line with the Employer’s Equal Opportunities Policy and relevant legislation in force from time to time.  
The Employer reserves the right to shorten or dispense with or extend this procedure in circumstances where the Employer feels that to do so is reasonable and taking into account the ACAS Code of Practice on Discipline and Grievance Procedures (as amended).  Specifically, it may be that the procedure will be dispensed with entirely in the case of Employees with less than twenty-four (24) months service.

The Employer wishes to emphasise that the prime objective is to highlight the need for change and improvement in individual conduct and performance. The Employer wishes to do everything it can to assist such improvement and a return to normal working relationships with employees.
Minor Conduct Issues

Where there are minor conduct issues the Employee may be spoken to informally. Where appropriate, a note of any such informal discussions may be placed on the Employee’s personnel file but will be ignored for the purposes of any future disciplinary hearing. In some cases, an informal verbal warning may be given, which will not form a part of the Employee’s disciplinary records. Where an informal discussion is not appropriate (for example, where the misconduct is sufficiently serious), the informal stage may be dispensed with.

Formal Procedure

Step One: Investigation and Statement of Grounds

Where the Employee is suspected of misconduct, the Employer will conduct as much investigation as is reasonable in the circumstances prior to taking any disciplinary action. TRO may ask the Employee to attend an investigatory meeting, which the Employee is required to attend, but is not entitled to be accompanied at. This investigatory meeting is not a disciplinary hearing. It may be the case that the collation of evidence is sufficient as the basis of a reasonable investigation, in which case no investigatory meeting will be held. 
The Employee may be suspended whilst the Employer carries out any investigations, or the allegations are sufficiently serious to warrant such. During the suspension, the Employee will remain an employee of TRO. Suspension is not a disciplinary sanction and does not imply that any decision has been made.  
If the Employer considers that there are grounds for disciplinary action, following investigation, the Employer will set out in a letter the Employee’s alleged conduct or characteristics, or other circumstances, which led them to contemplate dismissing or taking disciplinary action against the Employee in sufficient detail to enable the Employee to prepare to answer the case at the meeting.  This letter shall include any documentation upon which the Employer intends to rely. The Employer will set out the time, date and location of the disciplinary meeting, and invite the Employee to attend it to discuss this matter.  This letter shall be given by any person or persons deemed fit by the Employer.

Step Two:  The Meeting

No disciplinary action will be taken before the disciplinary meeting, and the meeting will not be held until the Employee has had a reasonable opportunity to consider their response to the information set out in the letter sent under Step One. In the event that the Employee wishes to call witnesses at his/her meeting, he/she must give advance notice of such a request (which shall be considered by the Employer having regard to all the circumstances).  Both the Employer and Employee must take all reasonable steps to attend the meeting.  The Employee will have the right to be accompanied at the disciplinary meeting, by a colleague or trade representative. The Employer may refuse the Employee’s first choice of companion if it is deemed unsuitable or inappropriate. The companion may make representations, and ask questions, but may not answer questions on the Employee’s behalf. If the Employee or their companion repeatedly cannot attend, without good reason, the Employer reserves the right to make a decision in their absence on the basis of the evidence available.
At the disciplinary meeting, the Employer will go through the allegations against the Employee and the evidence that has been gathered. The Employee will be able to respond to those allegations and present any evidence of their own.  After the meeting the Employer will inform the Employee of their decision without unreasonable delay and notify the Employee of his/her right to appeal against the decision if they are not satisfied with it.  The meeting shall be conducted by the person or persons deemed fit by the Employer.

Step Three:  Appeal

If the Employee wishes to appeal they should inform the Employer in writing of this (clearly setting out the grounds on which they wish to appeal) within five (5) working days of the Employer’s decision being communicated to them.  The Employer shall then invite the Employee to an appeal meeting which both the Employer and Employee shall take all reasonable steps to attend.  The Employee will have the right to be accompanied at the appeal meeting, as they would at the disciplinary meeting. If the Employee or their companion repeatedly cannot attend, without good reason, the Employer reserves the right to make a decision in their absence on the basis of the evidence available. An appeal meeting shall be conducted by the person or persons deemed fit by the Employer and in any event (wherever practicable) will be conducted by a more senior representative of the Employer than he or she that conducted the Step Two meeting.  After the appeal meeting the Employer will inform the Employee of their final decision in writing. This decision will be final, and there will be no further right of appeal.


After the conclusion of any disciplinary procedure (whether in accordance with the above procedure or otherwise) the Employer may give a warning as detailed below or in the case of gross misconduct may dismiss (with or without notice) depending on the circumstances of each case.  Examples of gross misconduct (which are not exhaustive) are detailed in this section.  Misconduct will generally include (but is not limited to): minor breaches of the Employee’s Contract of Employment, poor timekeeping, unauthorised absence from work and refusal to follow instructions. TRO aims to treat all employees fairly and consistently, and a penalty imposed on another employee for similar misconduct will usually be taken into account but will not be treated as a precedent.

The Employer may depart from the order of the below sanctions or may skip out a particular stage if the circumstances so dictate. 

A First Written Warning

A first written warning will usually be appropriate for a first act of misconduct where there are no other active warnings on the Employee’s disciplinary record. It will detail the nature of the misconduct and any improvement required and the consequence of any further misconduct or failure to improve within a set period.  It will remain active for 12 months, after which time it will remain permanently on the Employee’s file but will be disregarded for the purpose of further disciplinary action.

A Final Written Warning

A final written warning will usually be appropriate in cases where there is misconduct where there is an active first written warning on the Employee’s record, or where the Employer considers the misconduct to be sufficiently serious that a final written warning is warranted, even though there are no other active warnings on the Employee’s record. A final written warning will remain active for 12 months, after which time it will remain permanently on the Employer’s file but will be disregarded for the purpose of further disciplinary action.
Dismissal will be appropriate where the Employee has committed further misconduct where there is an active final written warning on their record; or any serious or gross misconduct (regardless of whether there are any active warnings on the Employee’s record, as detailed below). Where the Employee is dismissed for gross misconduct, they will usually be dismissed without notice or payment in lieu of notice.

Alternatives to Dismissal

In some circumstances, the Employer may consider imposing an alternative sanction to dismissal, such as demotion, transfer, reduction in pay or loss of seniority. 

Examples of Gross Misconduct:

If the Employee commits any of the following, this will normally be considered gross misconduct, which could result dismissal without notice or payment in lieu of notice. This list is not exhaustive.

a. commit any serious or persistent breach of any of the provisions herein contained or the Employee’s Contract of Employment;
b. breach of TRO’s social media policy;
c. be guilty of any gross misconduct or wilful neglect in the discharge of his/her duties hereunder;
d. commit an act of theft or unauthorised removal of the Employer’s property or the property of another employee, contractor, customer or member of the public;
e. abuse the Employer’s expenses policy;
f. commit an act of fraud, forgery or serious dishonesty;
g. be guilty of a serious breach of confidence including unauthorised use or disclosure of confidential information or failure to ensure that confidential information in his/her possession is kept secure;
h. accept any bribes or other secret payments or profits arising out of his/her employment;
i. cause any deliberate damage to the Employer’s property;
j. be guilty of serious misuse of the Employer’s property or name to include serious misuse of Employer’s premises, telephones, vehicles and computer facilities;
k. commit repeated or serious acts of disobedience or commit an act of serious insubordination; 
l. be guilty of bringing the Employer’s reputation into disrepute;
m. be guilty of failing to notify the Employer of his/her involvement in criminal proceedings (other than those not required to be disclosed by law) or be convicted of any criminal offence that in the Employer’s reasonable opinion may affect its reputation or its relationships with its other employees, customers or the public, or otherwise affects the Employee’s suitability to remain an employee;
n. hold shares in any company or be interested in any business which in the reasonable opinion of the Employer is a business competitor of the Employer save for any public company quoted on the stock exchange without using his/her best endeavours to dispose of the same forthwith;
o. be absent from work without the Employer’s authority other than by reason of illness or give inaccurate information about the reason for any absence;
p. be absent by reason of incapacity for a period of or in excess of sixteen (16) weeks (eighty (80) working days) in any period of twelve (12) months;
q. breach health and safety rules and/or be guilty of actions which seriously endanger the health or safety of others whilst at work;
r. behave in a disorderly, physically violent, offensive or indecent manner or commit any act of harassment, bullying or discrimination for which the Employer may be held liable under English law;
s. commit a serious breach of any IT or Office Communications Policy operated by the Employer from time to time (to specifically include the Employee’s posting of any comments that the Employer may find potentially defamatory, disrespectful or disparaging regarding the Employer, its business and its employees or customers on a social networking site or similar) ;
t. drink alcohol or take illegal drugs and/or be under the influence of alcohol or illegal drugs, or in possession of illegal drugs or permit or facilitate others to possess or consume illegal drugs during working hours; or
u. smoke in the workplace contrary to the ‘No Smoking Policy’ in force from time to time.
Alcohol and Drugs Policy 

Drug and alcohol, or substance, abuse is not only a personal health issue, but may affect your ability to work effectively.  If you think you might have a problem with substance abuse we would suggest that you seek confidential medical advice. 
Anyone who admits to alcohol dependency or a problem in relation to drugs, and who seeks help, will be treated sympathetically by the company, but will be required to agree to refrain from any involvement or use of any controlled substances or alcohol whilst at work. 
The company reserves the right to search staff for alcohol and drugs, including (but not limited to) searching: bags, lockers, workspaces, clothes and desks.

The following rules apply to all staff and should anyone break any of the rules they will be subject to the company’s disciplinary procedure, which may eventually lead to dismissal. 


1. No alcohol is permitted to be drunk during working hours whether on or off company premises.  It is also forbidden for staff to drink any alcoholic drinks during any meal breaks or rest breaks whilst on duty. 
2. Members of staff must not bring any alcohol onto company premises at any time. 
3. Being drunk on duty is regarded as gross misconduct, for which they may face summary dismissal. 
4. Staff are strictly forbidden from coming to work under the influence of alcohol. 
5. TRO has a responsibility to you and your colleagues.  If we suspect that you are unfit for work due to alcohol, you will be interviewed by a Senior Manager or Director and a full report will be made at the time.  Should we conclude that you are intoxicated you will be suspended immediately and sent home by public transport or taxi pending a review meeting.  You will not receive any pay in respect of the day you attended work intoxicated. Proven intoxication will be dealt with under the disciplinary procedure, normally leading to a written warning (noted on your employment file for 12 months) or dismissal for gross misconduct. 
6.  Any entertaining on or off company premises must be conducted sensibly.  Whilst working for TRO you may be asked to travel and spend time away from home with clients and colleagues. 

TRO recognises the social aspect of your role and that time spent with colleagues and clients could in some circumstances be regarded as “off duty”.  In such circumstances it is still essential that you exercise good judgment and maintain our reputation for professionalism.  You should be mindful of both the immediate and longer lasting effects of alcohol abuse, and in particular the legal limits in respect of driving.  TRO strongly advise that where you are planning or are required to drive, that you do not consume any alcohol at all.

7. It is your responsibility to notify your Manager or talent team immediately if you are arrested and face prosecution for an alcohol related crime.  Once notified we will agree a timetable to review your circumstances with you and the incident will be noted on your confidential employment record for a period of 12 months.  If the prosecution fails, the note will be removed from your file.  Being found guilty of a substance related crime will be noted on your employment record for 12 months.  Again, it is your responsibility to report the details of the sentence to TRO.  Once notified we will review the implications of the sentence with you.

8. In the case of any accident at work where alcohol or drugs are suspected, or in any other case where alcohol or drug abuse is suspected, you will be expected to comply with all reasonable requests to undergo any blood or urine tests, as deemed necessary.  The proper protocol for testing will be carried out including the re-testing of any positive specimens.  Confidentiality is assured and no-one other than medical professionals will have access to the results apart from yourself and a named member of management.  Your written consent to such disclosure will be obtained prior to any tests being carried out.  However, your refusal to undergo such tests may constitute gross misconduct in accordance with the company’s disciplinary procedure. 


1. If you are taking any prescribed drugs which may affect your ability to carry out your normal duties, you should discuss the matter with your Manager and talent team.  You will be expected to comply with any reasonable request to obtain further information from your GP or other medical practitioner as is deemed necessary. Should there be any concerns for health & safety, the company will consider whether re-deployment may be necessary. 
2. It is a criminal offence to use, possess or deal in any controlled substances and anyone caught on company premises involved in any of those activities will normally be dismissed for gross misconduct. The Company reserves the right to call in the Police in any case it deems necessary. 
3. Anyone convicted outside work of any offence in connection with controlled substances will not automatically be dismissed.  Matters such as the nature of the conviction and the sentence, whether the conviction affects your ability to do the job, the effect on the Company’s image and reputation will be taken into account.  It is, however, your responsibility to notify your Manager and talent team immediately if you are arrested and face prosecution for a drug-related crime, and the procedure to be followed will be the same as in paragraph 7 of the Alcohol section above.   
4. Testing for drug abuse may be required and carried out as per paragraph 8 of the Alcohol section above.  
Equal Opportunities Policy
The Employer is committed to a policy of treating all its employees and job applicants equally. No employee or potential employee shall receive less favourable treatment or consideration on the grounds of a protected characteristic. The protected characteristics are: race, religion or belief, nationality, ethnic origin, sex, sexual orientation, gender reassignment, age, disability, pregnancy or maternity, or marital or civil partnership status. The Employer aims to ensure that all employees achieve their full potential, and that employment decisions are taken without reference to any irrelevant or discriminatory criteria. This policy applies to all aspects of employment. 

Every member of management and all employees are instructed that: 
  • ? There should be no discrimination of any form on the grounds of a protected characteristic.
  • ? The Employer will appoint, train, develop and promote on the basis of merit and ability.
  • ? All employees have a personal responsibility for the practical application of the Employer’s equal opportunities policy.
  • ? Responsibility for the practical application of the Employer’s equal opportunities policy falls upon managers and supervisors involved in the recruitment, selection, promotion and training of employees.
  •     Appropriate training should be provided, where possible, to enable staff to implement and uphold this commitment to equality of opportunity.  In certain circumstances an employee can be personally liable for discrimination against a fellow employee or job applicant. 
  • ? The Employer’s grievance procedure is available to any employee who believes that he or she may have been unfairly discriminated against. All grievances will be treated in confidence and investigated as appropriate.
  • ? The Employer monitors use of fixed term, part time employees and agency workers, and their conditions of service, to ensure they are being offered appropriate access to benefits, training and promotion and ensure that any requests to alter working hours from all staff are dealt with appropriately. 
  • ? Disciplinary action will be taken against any employee who is found to have committed an act of unlawful discrimination. Serious breaches of the policy will be treated as gross misconduct.  
  • ? Employees must not be victimised or retaliated against for complaining about discrimination. However, making a false allegation deliberately and in bad faith will be dealt with under the Employer’s disciplinary procedure.
Grievance & Appeal Procedure
  • The Employer recognises that misunderstandings or grievances may sometimes occur. It is most important that these grievances are brought out into the open and resolved as quickly and fairly as possible. In most cases this can be done on an entirely informal basis. However, there are occasions when a more formal approach may be needed. 
  • The provisions of the Grievance Procedure do not form any part of your terms and conditions of employment with the Employer. They are intended merely as guidelines which may be helpful in particular circumstances.
  • The Employer may change any of the provisions of the Grievance Procedure or of a substituted procedure by amendment, addition or deletion or by substitution of new rules or procedures from time to time at its discretion. 
  • This procedure will be operated in line with the Employer’s Equal Opportunities Policy and the relevant legislation in force from time to time.  The Employee is invited to raise any grievance (i.e. concerns, problems or complaints) that they have informally with the Employer in the first instance but if the Employee does not wish to do so (or raises the grievance informally but is not satisfied with the outcome) the procedure for raising a formal grievance set out below will normally apply:
Step One:  Statement of Grievance

If the Employee has any grievance relating to his/her employment including any aspect of the disciplinary procedure, they should raise the matter in writing with the talent team.  If the grievance relates to that person, the Employee may ask to deal with HR. The grievance should set out the nature of the Employee’s complaint, including any relevant facts that may enable the Employer to investigate the grievance. 

Step Two:  The Grievance Meeting

The Employer will then invite the Employee to attend a meeting to discuss the grievance.  This meeting will not take place unless the Employee has clearly informed the Employer what the basis for the grievance was when they made their statement under Step One above, and until the Employer has had a reasonable opportunity to consider their response to that information.  The Employer will notify the Employee as to the time, date and location of the meeting. Both the Employer and the Employee must take all reasonable steps to attend the meeting.  After the meeting the Employer will inform the Employee of their decision as to their response to the grievance and what action (if any) the Employer intends to take to resolve the grievance, without unreasonable delay.  The Employer will also notify the Employee of their right of appeal against the decision.  The meeting shall be conducted by whomever the Employer deems fit.

Step Three:  Appeal

If the Employee wishes to appeal the Employer’s decision they must inform the Employer in writing clearly setting out the grounds for their appeal and why they feel their grievance has not been satisfactorily resolved within five (5) working days of the Employer’s decision being communicated to them.  The Employer shall then invite the Employee to an appeal meeting which both the Employer and Employee will take all reasonable steps to attend.  The appeal meeting will be conducted by the person or persons deemed fit by the Employer and in any event (wherever practicable) will be conducted by a more senior representative of the Employer than he or she that conducted the Step Two meeting.  After the appeal meeting the Employer shall notify the Employee of their final decision. This decision will be final, and the Employee shall have no further right to appeal. Each step of the above procedure will be taken without unreasonable delay and the timing and location of all meetings will be reasonable.  The Employee is entitled to be accompanied at any Step Two or Step Three meeting either by a colleague or a trade union representative of their choice unless such a request is deemed unreasonable by the Employer.
  • The Employer reserves the right to shorten, dispense with or extend this procedure in circumstances where the Employer feels such a decision is appropriate.
  • The Employee is encouraged to use this grievance procedure if they have any complaint regarding discrimination, harassment or if they wish to make a disclosure under the protection of Public Interest Disclosure Act 1998.
  • The Employee will not be subjected to any detriment for raising a grievance or an appeal in respect of a grievance decision whether or not it is upheld by the Employer.
  • The Employer reserves the right to suspend any discipline and/or grievance procedures in order to explore resolution to the dispute via mediation
Anti-Bullying and Harassment Policy
The Policy
  • The Employer fully supports the right of all employees to seek, obtain and hold employment without discrimination or bullying.
  • Harassment will not be permitted or condoned within the working environment, or out of the workplace including on business trips, social functions and other work events.
  • Appropriate disciplinary action, including dismissal for serious offences, will be taken against any employee who violates this policy.
  • Definition of Harassment Harassment pollutes the working environment and can have a devastating effect on the health, confidence, morale and performance of those affected by it. It may also have a damaging effect on other employees not themselves the object of unwanted behaviour, who are witness to it or who have knowledge of the behaviour. 
Harassment is defined in law as any unwanted conduct whether physical, verbal or nonverbal, which has the effect of creating an intimidating, hostile, degrading, humiliating or offensive environment for someone or violating their dignity.  A single incident can amount to harassment.  Harassment also includes treating someone less favourably because they have refused to submit, or have submitted to, such behaviour in the past.
The Employer recognises that harassment may take many forms. It may be directed towards persons of either sex. It may be conduct of a sexual nature or it may relate to a person’s ethnic origin, race, colour, nationality, religion or belief, age, sex, pregnancy or maternity, sexual orientation, disability, gender reassignment, or martial and civil partner status.
Harassment may involve action or inaction, behaviour, exclusion, comment or physical contact that the recipient finds objectionable or offensive.  A person can be harassed even if they are not the subject of the treatment but are witness to it and that conduct creates an offensive environment for them. Condoning such conduct may be harassment in itself. 
What an employee may see as innocent remarks or jokes may constitute racial or sexual harassment if they make a colleague feel embarrassed or uncomfortable. Employees need to avoid any comments which could be seen as sex or race specific or which make reference to a colleague’s disability or any other characteristic. Employees should not
bring materials into the office, which could be considered to be distasteful or may create an intimidating or hostile environment.  
Definition of Bullying
Bullying is offensive, intimidating, malicious or insulting behaviour involving the misuse of power that can make a person feel vulnerable, upset, humiliated, undermined or threatened.  Power does not always mean being in a position of authority but can include both personal strength and the power to coerce through fear or intimidation. It can be physical, verbal, and non-verbal, and can be positive action, as well as positive inaction (for instance ignoring someone). 
Legitimate, reasonable and constructive criticism of performance or behaviour, or reasonable instructions given to workers in the course of their employment, will not on their own amount to bullying.
The Employer does not tolerate bullying of any sort, either in the workplace or out of it, and all employees should aware of their own behaviour and of the effect that their behaviour can have on others. 
All of our employees:
? have the right to work in a workplace free from bullying;
? have the right to be protected from bullying in the workplace;
? have the right to complain of bullying suffered in the workplace in confidence that they will not face any repercussions; and
? have the right to be free from false allegations of bullying.
The following are examples of improper behaviour covered by this policy:
  • ? Physical conduct of a sexual nature. Unwanted physical contact, even if not obviously sexual, including unnecessary touching or brushing against another person’s body. 
  • ? Verbal conduct of a sexual nature: unwelcome sexual advances, propositions, or pressure of a sexual nature. Suggestions that sexual favours may further a career or refusal may hinder it. 
  • ? Display or circulation of sexually suggestive material. Insults, ridicule or teasing of a sexual nature, insults which are gender related and offensive comments about appearance or dress. Talk and jokes of a sexual nature which a person present has indicated (whether at the time or previously) he or she dislikes. Jokes, taunts, gestures and comments directed at, or made in the presence of, or in circumstances where they are likely to come to the attention of, people who may find them offensive by reason of their racial reference or their references to disabilities. 
  • ? The use of slang names for the members of racial groups or for disabled persons. 
    ? Isolation or non-co-operation at work or exclusion from social or sporting activities.  
Duty of Those Responsible for Employees

All managers and supervisory personnel are responsible for eliminating any harassment of which they are aware. Failure to take appropriate steps will be considered failure to fulfil all the responsibilities of the position.

Complaints Procedure

Wherever possible an Employee who believes that he or she has been the subject of harassment should in the first instance ask the person responsible to stop the harassing behaviour. If the harassment continues or some employment consequences result, the Employer should raise the complaint as a grievance under the Employer’s Grievance Procedure to his or her immediate supervisor. If the Employee would find this embarrassing, or the complaint is about the supervisor, the grievance should be made to their Line Manager.
All complaints will be handled in a timely, confidential and sensitive manner and employees will receive a fair and impartial hearing. The importance of confidentiality will be stressed to all those interviewed, and everyone will be strictly required not to discuss the complaint with colleagues or friends. Breach of confidentiality may give rise to disciplinary action. Wherever possible, consideration will be given to ensuring that the Employee and the alleged bully or harasser are not required to work together whilst the complaint is under investigation.
If the investigation reveals the complaint is valid prompt attention and action designed to stop the harassment immediately and prevent its recurrence will be taken and the Employer’s disciplinary procedure will be used as appropriate. Employees need not fear that they will be victimised for forwarding a complaint of harassment.
Section Eight – Health & Safety

TRO’s approach

TRO's policy is to provide and maintain safe and healthy conditions, equipment and systems of work for all our employees and to provide such information, training and supervision as they need for this purpose.  We also accept our responsibility for the health and safety of other people who may be affected by our activities.
We cannot stress too much the importance of co-operation from the workforce and the need for good communications at all levels in the company. The allocation of duties for safety matters and the particular arrangements which TRO will make to implement the policy are set out in the Health & Safety Policy Document.  All employees are to read this document in order to ascertain their rights under the Health & Safety Act of 1974.  Neglect of health & safety requirements will be regarded as seriously as any other disciplinary offence.  The company Health & Safety policies constitute part of the conditions of employment and must be observed at all times.

Manual Handling

Your back is the most injury-prone part of your body and back problems can mean pain, lost time, expense, inconvenience and disability.  Preventing back injuries is a lot easier than correcting them.  Approximately half of all back injuries result from improper lifting.  In order to avoid putting extra strain on your back, the following guidelines should be adhered to.


1) Stand close to the object.  Have firm footing with feet spread on either side of the load.
2) Squat down - straddle the load somewhat.  Keep your back straight and bend the knees wherever possible.  Grasp the object firmly - be sure your grip will not slip.
3) Lift with your legs - slowly straighten them.  After legs are straight, bring them back to the vertical position.
4) Hold the object close to your body and avoid twisting.  If you must change direction, move your feet instead.
5) Try to avoid lifting above shoulder height.  For extra lifts, use a platform or sturdy ladder - never a chair or a box.  When in doubt always get help. 
6)    If an object is too heavy, large or hard to handle:
  • ? get others to help 
  • ? use a mechanical aid - forklift, winch, jack, etc. 
  • ? do it in pieces, one step at a time 
  • ? distribute loads evenly 
Control of Substances Hazardous to Health (COSHH)

Hazardous substances include cleaning chemicals, some paints, solvents, adhesives, wood dust, vehicle exhaust gases etc.  Appropriate safety precautions are taken by the company to improve ventilation where possible and provide the necessary protective clothing or apparatus as required.  People who are at risk will be given the appropriate information and training.
COSHH assessments and hazard data sheets for all dangerous substances, together with the manufacturers’ guidance notes, will be maintained by the Health & Safety representative and are available to all staff.

General Safety

Hundreds of thousands of people are injured each year from accidents which occur in an office environment and whilst at work.  To prevent accidents occurring, the following guidelines should be observed.


  • ? Running in or around the premises is strictly forbidden. 
  • ? Stairs should be taken one at a time. 
  • ? Report loose carpeting to your manager. 
  • ? Watch out for floors that have been polished and report all spillages. 
  • ? In slippery areas wear suitable footwear. 
  • ? Do not use boxes or furniture in place of a properly balanced step ladder or stool to stand on. 
  • ? Tidiness is the foundation of safety.  It is the duty of every employee to ensure that his or her workplace is kept tidy and that floor areas are kept free from obstruction. 
Where equipment for the safety of persons employed on a job is provided it should be used. Any wilful misuse of this equipment will be subject to disciplinary action. Anything that is considered a danger should be reported to your Line Manager. Please pay particular attention to your personal safety in and around TRO’s premises, whilst travelling and working away from home.  


> Acquaint yourself with the safety procedures of venues and premises paying particular attention to emergency exit alarms and exit routes.
> Plan for safe travel to and from venues and premises.  
> Consider the implications of travelling and working alone.  Ensure someone knows where you are at all times and that that person knows how to contact TRO.
> Discuss and agree travel arrangements and costs with your Manager.
> Raise any concerns you have with your Manager and talent team and ensure colleagues are taking similar precautions.
Accidents & Emergencies

Accidents at work

Any accident at work should be taken note of and reported in the Accident Book which is available in each location. Failure to report an accident will impinge on the ability of the individual to make any claim that might occur later as a result of that or any other accident. In the event of an accident it is in your interest to seek the assistance of a qualified/ nominated first aider.  Once they have been informed they are in charge and you are obliged to follow their directions. If the accident is serious do not attempt to move the person(s) more than is necessary to get him/her away from danger.


Fire is a hazard in any workplace. All employees are responsible for ensuring that gangways and passages within their area are kept clear of obstructions.  They should also inform their Manager or the Health & Safety representative of any situation they consider to be dangerous or outside of their control to rectify.

Any person discovering a fire should:

1) Activate the fire alarm and alert the Fire Brigade.
2) Attack the fire, if possible, by using the appropriate appliance, but do not take risks.
3) If in doubt contain the fire where possible by closing all doors and proceed to the assembly point.
On hearing the emergency alarm staff must leave the area by their nearest route and report to the scheduled assembly point to enable a roll call to be taken. All employees entertaining visitors during an evacuation are to escort them to the assembly area.

Staff Safety Code

In accordance with their responsibilities for the health and safety of employees, TRO will take all reasonably practicable steps to prevent violence at work.  However, there are preventive measure that all staff can take to try and minimise the risk of violence to themselves.
When keeping an appointment away from base, staff are advised to leave details of the time, place and person they are meeting with their manager.

4) When travelling on company business, staff should not carry more cash than is necessary.
5) Staff should not hesitate to call the police to a violent incident or to consult them if they are worried about the possibility of attack while away from base.
6) Travelling employees should report at regular intervals to their manager.
7) Members of staff must on no account give lifts to hitchhikers while travelling on company business.
8) Staff should refrain from using provocative language or gestures towards members of the public.
9) All managers responsible for staff who are likely to be alone in the building must ensure that appropriate procedures are in place.  Staff will be supplied with the means to raise an alarm and their well-being will be checked at regular intervals.  In case of emergency, employees should dial 999 and ask for the police before attempting to contact another member of staff.
10) Where staff need to stay overnight to attend a training course, conference or seminar, every effort should be made to accommodate them at the same venue as the event; or if this is not possible, at a hotel close by.
Please remember that all incidents must be entered on an accident form and forwarded to the Health & Safety Advisor who will inform the appropriate enforcing authority when a reportable incident occurs.  In addition, an investigation of all such incidents will take place and recommendations for immediate action made.

No-smoking Policy

TRO has a no smoking policy in all of its premises and operational vehicles.


1) The company takes the view that smoking constitutes a fire risk and a hazard to the health of all its employees, both smokers and non-smokers.  It is therefore against company rules for anybody to smoke inside company premises.
2) Employees who meet visitors from outside the company on company premises are required to explain this rule politely but firmly and to ensure that such visitors comply with the smoking ban. 
3) Any employee who ignores the smoking ban will be treated in accordance with the company’s disciplinary procedure and, in the case of repeated offences, will be dismissed from the company.
4) Smoking is not allowed in any operational vehicle or hire vehicle.  
5) If a smoker you may take a cigarette in your break time, without uniform and in a separate location. Please ensure work uniform is always kept clean and fresh.

Breach of this Policy

Any breach of this Health and Safety Policy may result in disciplinary action under TRO’s Disciplinary Procedure above.
Code of Conduct 

Accepting a Booking

Once you have been booked for a job over the phone it is your responsibility to ensure you have the correct dates and times recorded in your diary.

Never underestimate how important your appearance is when representing a brand. First impressions are lasting impressions.

?  Nails – Manicured, clean, neutral colour
?  Jewellery – Minimal, any bracelets or necklaces should be tucked away 
?  Earrings – Studs only due to Health & Safety regulations
?  Dependant on the requirement on the campaign. Facial jewellery may not be permitted, and you may be asked to temporarily remove jewellery. 


TRO will let you know which items of clothing you need to provide yourself or alternatively what will be provided by the client. We ask you to dress a certain way for a reason - This maybe to fit in with brand colour schemes or a client request but ultimately so you look part of a team. 

? We expect that when you come to work you arrive impeccably groomed. Clothe should be clean and ironed. 
? Decorative fashion items such as belts, scarves, hats etc must NOT be worn unless you have the event manager or TRO’s permission. 

Time Keeping 

? We expect you to arrive by a minimum of 15 minutes prior to the start time unless asked otherwise. You may need to change into uniform or have a short brief with your Team Manager.
? Should you have any problems arriving to your shift on time you must call your event manager and talent team contact. If you are working out of office hours you will always have an emergency contact number for one of the TRO team.


? During most of our campaigns you will be entitled to take breaks. The timing of these will be organised by the Event Manager/Team Leader and must be adhered to. 
? Depending on flow of consumers to a stand or location we ask you to be flexible in your approach to break times.
? Uniform must always be covered up whilst you are on a break.
? When returning from a break, please ensure you return in plenty of time, allowing time to change back into your uniform.

Body Language 

? As a brand ambassador it is your responsibility to make sure the customer feels comfortable and at ease when approaching you. Whether you are a Brand Ambassador, Team Leader or Event Manager, you should look interested and available to talk to always.
? Do not slouch, lean on the stand, or rest your hands in your pockets, instead look pro-active and approachable. Smile and be ready and willing to help or talk to anyone who approaches you.

Mobile Phones

? Unless otherwise specified or working as Event manager you may NOT use your phone whilst working in uniform.
? Phones should be either switched off or kept on silent. You have breaks in which to retrieve messages or return calls.
Unacceptable Behaviour 

If you are unable to carry out an assignment you have been contracted to, you must contact TRO as soon as possible. You must NEVER send a replacement person without first contacting the TRO staffing team or Account management team and obtaining permission.

? Some of our assignments include an allowance for expenses i.e. travel, food, parking.
? Your contract will specify whether you are entitled to claim expenses and what you can claim for.
? If expenses are not agreed in your contract, you will NOT be paid for them. Therefore, if you think you agreed expenses with the talent team and they are not on your contract, call the talent team before you start your assignment to double check as these will not automatically get paid.

Training Days

Many of the TRO assignments will require you to attend a training day, please remember that the client is often present at these training sessions, therefore it is important that you make a good impression.

? If you are given a briefing document prior to the training day, please ensure that you read over it before attending, it will contain important information regarding the campaign. It is clearly visible to the client, your team and us if you haven’t read your brief – It DOES get noticed!
? You will usually be paid for attending a training day, HOWEVER failure to complete the assignment you are booked on, without good reason, may mean that you forfeit payment for the training.
The Client

Our clients are often present at our promotional field activities and training days - This is your opportunity to shine and make a really good impression. Clients often ask for our brand ambassadors by name when initiating a new campaign, so if you make a good impression there may be more work to come your way!
If you have comments about an activity it is always best to channel these through your TRO representative rather than talking to the client directly. TRO are big on new ideas and best practise ways of working so please feel free to give us your input at any time and we will relay this to our clients. 
Our clients spend lots of time creating new concepts and of course spend their marketing budget on making a success of their campaign and you are the most crucial link in helping their ideas become a reality!