Who Can Submit
This mechanism is available to external stakeholders affected by GRESB’s activities, products, services, business relationships, or outputs, including:
- Investor members and users of GRESB assessments, data, reports, benchmarks, scores, analytics, or other outputs
- 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
- Partners, assessment partners, solution providers, suppliers, contractors, and service providers
- Communities, civil society organizations, public bodies, and any other individual or organization affected by GRESB’s activities
What This Procedure Covers
GRESB will treat a submission as a formal complaint where it relates to a specific GRESB output and concerns:
- The sources of data used for an individual GRESB output, including alleged factual errors
- How a GRESB methodology has been applied to an individual assessment, score, benchmark, or report
- Whether an individual GRESB output is representative of the assessed entity, asset, portfolio, fund, or product
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.
Routine customer support, billing questions, and standard assessment support are handled through GRESB’s regular support channels rather than this mechanism.
How to Submit
Stakeholders may submit a grievance or complaint through the dedicated online form below.
To help GRESB process the submission, please include:
- Your name, organization, and contact details
- Your relationship to GRESB
- A clear description of the issue, including relevant dates and stakeholders where applicable.
- Whether the matter has already been raised with GRESB
Target Timelines
| Step | Target Timeline |
| Initial review and acknowledgment | Within 20 business days of receipt |
| Investigation | Within 45 business days after acceptance, where practicable |
| Outcome communicated | Within 90 business days of receipt, where practicable |
Fairness, Independence, and Non-Retaliation
GRESB handles grievances and complaints fairly and with appropriate independence. Where a complaint concerns a specific GRESB output, the inquiry will be led and decided by personnel who were not involved in preparing, reviewing, validating, scoring, approving, determining, or issuing the output concerned.
GRESB handles information on a need-to-know basis and in accordance with applicable privacy, confidentiality, legal, and regulatory requirements. GRESB prohibits retaliation against anyone who raises a concern in good faith, participates in an investigation, or supports another person in using this mechanism.
Possible Outcomes
Depending on the findings, GRESB may provide an explanation, issue a correction, make a process or policy improvement, engage directly with the relevant party, refer the matter elsewhere, or close the matter with reasons if no further action is warranted.