# 17.23 Alcohol and Substance Abuse Policy ## Purpose This policy establishes clear guidelines regarding alcohol and substance use to ensure a safe, healthy, and productive workplace. Little Coffee Bean Co is committed to protecting the health, safety, and wellbeing of all employees, customers, and the public, and to maintaining operational standards across all locations. ## Scope This policy applies to all employees, workers, contractors, agency staff, volunteers, and franchisees of Little Coffee Bean Co across all locations (mobile Tuk Tuks and fixed shops). It covers all working time, company premises, company vehicles, work-related events, and any situation where employees represent the company. ## Policy Statement Little Coffee Bean Co prohibits being under the influence of alcohol or illegal substances during working hours or while representing the company. The company recognizes that alcohol and substance abuse can affect health, safety, performance, and workplace relationships. We are committed to providing support to employees experiencing substance-related problems while maintaining a safe and productive work environment. ## Procedures ### 17.23.1 Prohibited Conduct **During Working Hours** Employees must not: – Consume alcohol or illegal substances during working hours – Report for work under the influence of alcohol or illegal substances – Possess, distribute, or sell illegal substances on company premises or during work – Operate equipment, vehicles, or machinery while impaired – Serve customers while under the influence **Impairment Definition** An employee is considered impaired if: – Alcohol or substance use affects their ability to perform duties safely and effectively – They exhibit signs of intoxication (slurred speech, unsteady gait, impaired judgment, unusual behavior) – Breath or blood alcohol levels exceed legal limits for their role – They test positive for illegal substances **Exceptions** – Moderate alcohol consumption at authorized company social events (with prior approval) – Prescription medication taken as directed (see section 17.23.4) ### 17.23.2 Alcohol Service Locations **Licensed Premises** – Some Little Coffee Bean Co locations may hold licenses to serve alcohol – Employees serving alcohol must hold appropriate Personal Licenses where required by law – All alcohol service must comply with Licensing Act 2003 and local authority conditions – Responsible service practices must be followed (age verification, refusal of service to intoxicated persons) **Staff Consumption** – Employees working at licensed premises must not consume alcohol during their shift – Off-duty employees may consume alcohol at company premises in accordance with licensing conditions – Employees must not return to work duties after consuming alcohol ### 17.23.3 Prescription and Over-the-Counter Medication **Disclosure** – Employees taking medication that may affect their ability to work safely must inform their manager – Information will be treated confidentially and in accordance with data protection laws – Reasonable adjustments will be made where possible **Responsibilities** – Employees must follow medical advice regarding medication use – Employees must not operate equipment or vehicles if medication affects their ability to do so safely – Managers will assess whether temporary alternative duties are appropriate ### 17.23.4 Identification and Intervention **Signs of Impairment** Managers should be alert to signs including: – Smell of alcohol or unusual odors – Slurred speech or unsteady gait – Impaired coordination or reaction times – Unusual behavior, mood swings, or aggression – Declining work performance or attendance – Accidents or near-misses **Immediate Action** If an employee appears impaired: – Remove them from duties immediately, particularly if operating equipment or serving customers – Speak to the employee privately and respectfully – Do not allow them to drive or operate machinery – Arrange safe transport home if necessary – Document the incident – Inform the Director **Investigation** – The manager or Director will investigate the circumstances – The employee will be given an opportunity to explain – Medical evidence may be requested – Witness statements may be taken – Disciplinary procedures may be initiated if appropriate ### 17.23.5 Testing **When Testing May Be Required** – Reasonable suspicion of impairment – Post-incident investigation (accident, safety breach, customer complaint) – Random testing for safety-critical roles (with prior notice in employment contract) – Return to work following substance-related absence **Testing Procedures** – Testing will be conducted by qualified professionals – Employees will be informed of their rights and the testing process – Results will be handled confidentially – Refusal to undergo testing may be treated as misconduct **Legal Considerations** – Testing must be proportionate, non-discriminatory, and comply with data protection laws – Employees have the right to challenge test results – Medical advice will be sought where appropriate ### 17.23.6 Support and Rehabilitation **Company Support** Little Coffee Bean Co will support employees experiencing alcohol or substance-related problems: – Confidential discussions with the Director – Referral to occupational health or counseling services – Reasonable time off for treatment or appointments – Phased return to work where appropriate – Adjustments to duties during recovery **Employee Responsibilities** – Seek help early and engage with support services – Attend appointments and follow treatment plans – Maintain confidentiality regarding colleagues’ situations – Comply with return-to-work agreements **Confidentiality** – Information about substance-related issues will be handled sensitively and confidentially – Disclosure will be limited to those with a legitimate need to know – Records will comply with data protection requirements ### 17.23.7 Disciplinary Action **Breaches of Policy** The following may result in disciplinary action up to and including dismissal: – Reporting for work under the influence of alcohol or illegal substances – Consuming alcohol or illegal substances during working hours – Possession, distribution, or sale of illegal substances – Refusal to cooperate with reasonable investigations or testing – Repeated breaches despite support and warnings – Serious safety breaches or incidents caused by impairment **Mitigating Factors** The company will consider: – Whether the employee sought help voluntarily – Engagement with support and treatment – Length of service and previous conduct – Impact on safety, customers, and operations **Gross Misconduct** The following may constitute gross misconduct warranting summary dismissal: – Being under the influence while operating vehicles or equipment – Possession or distribution of illegal substances at work – Serious safety breaches or incidents caused by impairment –

# 17.22 Social Media and Communications Policy ## Purpose This policy establishes guidelines for the appropriate use of social media and electronic communications by employees, both in their professional capacity and personal use that may impact Little Coffee Bean Co. The policy aims to protect the company’s reputation, maintain confidentiality, and ensure compliance with legal obligations. ## Scope This policy applies to all employees, workers, contractors, agency staff, volunteers, and franchisees of Little Coffee Bean Co across all locations (mobile Tuk Tuks and fixed shops). It covers all forms of social media and electronic communications, including but not limited to Facebook, Instagram, TikTok, X (Twitter), YouTube, LinkedIn, WhatsApp, blogs, forums, and review sites. ## Policy Statement Little Coffee Bean Co recognizes that social media is an important communication tool for both business and personal use. However, employees must use social media responsibly and professionally, ensuring that their online activity does not damage the company’s reputation, breach confidentiality, or violate legal obligations. The company respects employees’ right to a private life but expects them to act responsibly when discussing work-related matters online. ## Procedures ### 17.22.1 Business Use of Social Media **Official Company Accounts** – Only authorized personnel may post on behalf of Little Coffee Bean Co – All business social media activity must align with the company’s brand guidelines and marketing strategy – Brand color (#FFBA00) and approved logos must be used consistently – Content must be accurate, professional, and appropriate – Responses to customer inquiries and complaints must be timely and courteous **Authorization** – Dan Kane (Director) and designated marketing personnel have authority to manage official accounts – Franchisees may operate location-specific accounts with prior approval – All official posts must comply with advertising standards and consumer protection laws **Content Guidelines** – Posts must be respectful, inclusive, and non-discriminatory – No false or misleading claims about products or services – Customer data and privacy must be protected – Competitor references must be factual and non-defamatory – All legal disclaimers and disclosures must be included where required ### 17.22.2 Personal Use of Social Media **General Principles** – Employees are free to use social media in their personal time – Personal accounts must not be used to conduct company business without authorization – Employees must make clear that personal views are their own and not those of Little Coffee Bean Co – Employees should use privacy settings to separate personal and professional content **Prohibited Activities** Employees must not: – Post confidential company information (financial data, trade secrets, customer information, internal communications) – Make defamatory, discriminatory, or offensive comments about the company, colleagues, customers, or competitors – Disclose information about disciplinary matters, grievances, or internal investigations – Post content that could damage the company’s reputation or business relationships – Harass, bully, or discriminate against colleagues or customers online – Impersonate the company or colleagues – Use company logos, branding, or intellectual property without authorization **Acceptable Personal Posting** Employees may: – Share positive experiences about their work (e.g., “Enjoyed serving customers today”) – Post photos of themselves at work (provided no confidential information is visible) – Share official company posts from authorized accounts – Respond to job satisfaction surveys or review sites honestly and constructively ### 17.22.3 Confidentiality and Data Protection – Employees must not disclose confidential business information on social media – Customer data, including names, contact details, and purchase history, must never be shared – Photos or videos taken at work must not reveal customer identities without consent – Financial information, supplier details, and strategic plans must remain confidential – Breaches of confidentiality may result in disciplinary action and legal consequences ### 17.22.4 Responding to Negative Comments **Employees** – Do not engage in public arguments or disputes on social media – Report negative comments about the company to your manager or the Director – Do not attempt to defend the company publicly without authorization **Authorized Personnel** – Respond to complaints and criticism professionally and constructively – Acknowledge concerns and offer to resolve issues offline – Follow the company’s customer service and complaint resolution procedures – Escalate serious or legal matters to the Director ### 17.22.5 Monitoring and Compliance – The company may monitor official social media accounts and public posts that reference the company – Employees should have no expectation of privacy for posts made on public platforms – The company reserves the right to request removal of inappropriate content – Breaches of this policy may result in disciplinary action ### 17.22.6 Reporting Concerns – Employees who become aware of inappropriate social media activity should report it to their manager or the Director – Concerns about cyberbullying, harassment, or discrimination should be raised under the Anti-Harassment and Bullying Policy – Suspected data breaches should be reported immediately under the Data Protection Policy ### 17.22.7 Legal Considerations – Employees must comply with laws relating to defamation, copyright, data protection, and discrimination – Employees may be personally liable for unlawful posts – The company will cooperate with legal authorities investigating unlawful online activity ## Responsibilities ### All Employees – Use social media responsibly and professionally – Protect company confidentiality and customer privacy – Comply with this policy in both business and personal use – Report inappropriate social media activity – Seek guidance if unsure about posting work-related content ### Managers and Location Leads – Monitor compliance with this policy – Provide guidance to employees on appropriate social media use – Address breaches promptly and fairly – Report serious breaches to the Director – Foster a culture of responsible online behavior ### Director (Dan Kane) – Oversee social media strategy and official accounts – Authorize personnel to manage company social media – Investigate breaches of this policy – Take disciplinary action where appropriate – Review policy effectiveness annually – Ensure compliance with legal and regulatory requirements ### Authorized Social Media Personnel – Manage official company accounts professionally – Ensure content aligns with brand guidelines and marketing strategy – Respond to customer inquiries and complaints appropriately – Monitor and report inappropriate activity – Maintain

# 17.21 Whistleblowing Policy ## Purpose This policy provides a framework for employees to raise concerns about wrongdoing, malpractice, or dangers in the workplace in a safe and confidential manner, without fear of retaliation. Little Coffee Bean Co is committed to maintaining the highest standards of honesty, openness, and accountability. ## Scope This policy applies to all employees, workers, contractors, agency staff, volunteers, and franchisees of Little Coffee Bean Co across all locations (mobile Tuk Tuks and fixed shops). ## Policy Statement Little Coffee Bean Co encourages employees to speak up about genuine concerns regarding: – Criminal offences or breaches of legal obligations – Miscarriages of justice – Dangers to health and safety – Damage to the environment – Financial fraud or mismanagement – Concealment of any of the above All disclosures will be treated seriously, investigated appropriately, and handled confidentially. No employee will suffer detriment or dismissal for raising a genuine concern in good faith. ## Procedures ### 17.21.1 What Concerns Can Be Raised Employees may raise concerns about: – Fraud, theft, or financial irregularities – Health and safety violations – Food safety breaches – Discrimination or harassment – Breach of company policies or legal requirements – Unethical conduct – Deliberate concealment of information about any of the above ### 17.21.2 How to Raise a Concern **Step 1: Informal Reporting** – Raise the concern with your immediate manager or location lead – If the concern involves your manager, approach the Area Manager or Director **Step 2: Formal Reporting** If informal reporting is inappropriate or unsuccessful: – Submit a written report to Dan Kane (Director) via email or sealed letter – Include: nature of concern, names/dates/locations, evidence or information, previous actions taken – Mark correspondence “Confidential – Whistleblowing” **Step 3: External Reporting** If internal channels are inappropriate or have failed: – Contact a prescribed person or body (e.g., HSE, FSA, ICO, local authority) – Seek advice from Public Concern at Work (independent whistleblowing charity) – In exceptional cases, report to police or media (legal advice recommended) ### 17.21.3 Investigation Process – All concerns will be acknowledged within 5 working days – The Director or appointed investigator will assess the concern and determine appropriate action – Investigation may include interviews, document review, and site visits – The whistleblower will be kept informed of progress (subject to confidentiality and legal constraints) – Investigation will be completed within 30 working days where possible – Outcome and actions will be communicated to the whistleblower ### 17.21.4 Confidentiality and Anonymity – The identity of the whistleblower will be kept confidential wherever possible – Anonymous reports will be accepted and investigated where sufficient detail is provided – Information will only be shared on a need-to-know basis – If identity must be disclosed (e.g., legal proceedings), the whistleblower will be informed in advance ### 17.21.5 Protection from Retaliation – No employee will suffer dismissal, disciplinary action, threats, or disadvantage for raising a genuine concern – Any retaliation against a whistleblower will be treated as serious misconduct – Employees who retaliate may face disciplinary action up to and including dismissal – Whistleblowers who suffer detriment may raise a grievance under the Grievance Procedure ### 17.21.6 False or Malicious Allegations – Employees who raise concerns in good faith will be protected, even if the concern is not substantiated – Deliberately false or malicious allegations will be treated as misconduct and may result in disciplinary action ### 17.21.7 Record Keeping – All whistleblowing reports and investigations will be documented – Records will be stored securely and confidentially – Records will be retained in accordance with data protection requirements – Anonymous reporting statistics will be reviewed annually ## Responsibilities ### All Employees – Raise genuine concerns about wrongdoing promptly – Act in good faith when making disclosures – Cooperate with investigations – Maintain confidentiality during investigations – Support colleagues who raise concerns ### Managers and Location Leads – Receive and escalate whistleblowing concerns appropriately – Ensure no retaliation against whistleblowers – Support investigations as required – Maintain confidentiality – Foster a culture of openness and transparency ### Director (Dan Kane) – Oversee the whistleblowing process – Ensure concerns are investigated appropriately – Protect whistleblowers from detriment – Report serious concerns to authorities where required – Review policy effectiveness annually – Maintain whistleblowing records ## Compliance and Legal Framework This policy complies with: – **Public Interest Disclosure Act 1998 (PIDA)** – legal protection for whistleblowers – **Employment Rights Act 1996** – protection from detriment and unfair dismissal – **Enterprise and Regulatory Reform Act 2013** – public interest test for protected disclosures – **Health and Safety at Work Act 1974** – duty to report safety concerns – **Food Safety Act 1990** – duty to report food safety issues – **Data Protection Act 2018 / UK GDPR** – confidentiality and data handling – **ACAS guidance** – whistleblowing best practice ## Related Documents – 17.3 Disciplinary Procedure – 17.4 Grievance Procedure – 17.6 Anti-Harassment and Bullying Policy – 17.2 Health and Safety Policy – 17.5 Data Protection and Privacy Policy – Staff Handbook – Code of Conduct ## Review – **Policy Owner:** Dan Kane (Director) – **Review Frequency:** Annually – **Next Review Date:** October 2026 – **Version:** 2.0 – **Last Updated:** October 2025 – **Approved By:** Dan Kane, Director

# SOP 17.20 – Substance Abuse Policy **Little Coffee Bean Co** **Section 17: Company Policy** **Effective Date:** 29 October 2025 **Review Date:** 29 October 2026 **Owner:** Dan Kane, CEO — ## 1. Purpose This policy sets out the company’s approach to alcohol and drug use in the workplace, to ensure a safe, healthy, and productive working environment for all employees and customers. — ## 2. Scope This policy applies to all employees, workers, contractors, franchisees, and agency staff at Little Coffee Bean Co, across all locations (mobile Tuk Tuks and fixed shops) and during all working hours, including breaks. — ## 3. Policy Statement Little Coffee Bean Co is committed to providing a safe and healthy workplace. The use of alcohol, illegal drugs, or misuse of prescription medication can impair performance, compromise safety, and damage the company’s reputation. **Employees must not attend work under the influence of alcohol or drugs, or use these substances during working hours.** — ## 4. Procedures ### 4.1 Prohibited Conduct **Step 1:** Employees must not: – Attend work under the influence of alcohol or illegal drugs – Consume alcohol or illegal drugs during working hours (including breaks) – Possess, distribute, or sell illegal drugs on company premises or while representing the company – Misuse prescription or over-the-counter medication in a way that impairs performance or safety **Step 2:** “Under the influence” means: – Impaired ability to perform duties safely and effectively – Displaying signs such as slurred speech, unsteady movement, unusual behaviour, or smell of alcohol/drugs **Step 3:** Employees who breach this policy will face disciplinary action, up to and including dismissal for gross misconduct. — ### 4.2 Prescription and Over-the-Counter Medication **Step 1:** Employees taking prescription or over-the-counter medication that may affect their ability to work safely (e.g., drowsiness, impaired coordination) must: – Inform their manager before starting work – Provide medical documentation if requested – Follow any adjusted duties or restrictions as advised **Step 2:** The company will make reasonable adjustments where possible, in line with health and safety requirements. **Step 3:** Employees must not misuse medication or take medication not prescribed to them. — ### 4.3 Alcohol at Work Events **Step 1:** Alcohol may be permitted at company-organised social events (e.g., staff parties, celebrations) with prior approval from the CEO. **Step 2:** Employees must: – Drink responsibly and in moderation – Not become intoxicated or behave inappropriately – Comply with all company policies (e.g., anti-harassment, conduct) **Step 3:** Employees who become intoxicated or behave inappropriately at work events may face disciplinary action. **Step 4:** Employees must not return to work or operate company vehicles or equipment after consuming alcohol. — ### 4.4 Identifying Substance Abuse **Step 1:** Managers and colleagues should be alert to signs of substance abuse, including: – Frequent absences or lateness – Declining performance or productivity – Unusual behaviour, mood swings, or aggression – Physical signs (e.g., bloodshot eyes, tremors, smell of alcohol) **Step 2:** If a manager suspects an employee is under the influence, they should: – Speak to the employee privately and discreetly – Assess whether the employee is fit to work – Send the employee home if necessary (with safe transport arranged) – Document the incident and report to the CEO **Step 3:** The company will investigate all incidents confidentially and in line with this policy. — ### 4.5 Testing for Alcohol and Drugs **Step 1:** The company reserves the right to conduct alcohol and drug testing: – Where there is reasonable suspicion of substance abuse – Following a workplace accident or safety incident – As part of a return-to-work agreement following substance abuse issues – In safety-critical roles (e.g., driving, operating equipment) **Step 2:** Testing will be conducted by a qualified professional and in line with legal requirements. **Step 3:** Employees who refuse to undergo testing may face disciplinary action, up to and including dismissal. **Step 4:** Positive test results will be investigated and may result in: – Referral to support services – Disciplinary action (see SOP 17.3: Disciplinary Procedure) – Dismissal for gross misconduct — ### 4.6 Support for Employees **Step 1:** Little Coffee Bean Co recognises that substance abuse may be a health issue and is committed to supporting employees who seek help. **Step 2:** Employees who voluntarily disclose substance abuse issues will be: – Treated confidentially and with respect – Referred to appropriate support services (e.g., GP, counselling, addiction services) – Supported to return to work, subject to medical clearance and compliance with this policy **Step 3:** Employees who seek help will not automatically face disciplinary action, provided they: – Comply with treatment and support plans – Do not breach this policy (e.g., attending work under the influence) – Maintain acceptable performance and conduct **Step 4:** Repeated breaches or refusal to engage with support may result in disciplinary action. — ### 4.7 Disciplinary Action **Step 1:** Breaches of this policy will be treated seriously and may result in: – Informal warning – Formal disciplinary action (see SOP 17.3: Disciplinary Procedure) – Dismissal for gross misconduct (e.g., attending work under the influence, possession/distribution of illegal drugs) **Step 2:** The company will consider: – The severity of the breach – The employee’s role and responsibilities – Whether the employee has sought help or engaged with support – Any previous incidents **Step 3:** Gross misconduct (e.g., being under the influence at work, endangering others) may result in summary dismissal without notice. — ## 5. Responsibilities ### 5.1 Employees – Comply with this policy at all times – Report concerns about substance abuse (their own or colleagues’) – Seek help if experiencing substance abuse issues – Cooperate with testing and investigations ### 5.2 Managers and Leads – Monitor employee performance and behaviour – Address suspected substance abuse promptly and sensitively – Support employees seeking help – Enforce this policy fairly and consistently ### 5.3 CEO and Senior Management – Ensure this policy is communicated and enforced – Provide access to support services – Investigate incidents and enforce disciplinary action – Review and update this policy

# SOP 17.19 – Dress Code and Appearance Policy **Little Coffee Bean Co** **Section 17: Company Policy** **Effective Date:** 29 October 2025 **Review Date:** 29 October 2026 **Owner:** Dan Kane, CEO — ## 1. Purpose This policy sets out the dress code and appearance standards for all employees to maintain a professional, hygienic, and safe working environment that reflects the company’s brand and values. — ## 2. Scope This policy applies to all employees, workers, contractors, franchisees, and agency staff at Little Coffee Bean Co, across all locations (mobile Tuk Tuks and fixed shops). — ## 3. Policy Statement Little Coffee Bean Co is committed to presenting a professional, welcoming, and hygienic image to customers. All employees are expected to dress appropriately for their role, maintain high standards of personal hygiene, and comply with health and safety requirements. **The company respects individual expression while ensuring standards are met for customer service, food safety, and workplace safety.** — ## 4. Procedures ### 4.1 General Dress Code **Step 1:** All employees must wear: – **Company-branded uniform** (if provided): T-shirt, polo shirt, apron, or other branded items – **Clean, neat, and well-maintained clothing** – **Closed-toe, non-slip footwear** (for safety and hygiene) **Step 2:** Clothing must be: – Free from offensive language, images, or logos – Appropriate for a food service environment – In good repair (no rips, stains, or excessive wear) **Step 3:** Employees must not wear: – Shorts (unless part of approved summer uniform) – Flip-flops, sandals, or open-toe shoes – Excessively revealing or inappropriate clothing – Clothing that poses a safety risk (e.g., loose sleeves near equipment) — ### 4.2 Personal Hygiene **Step 1:** All employees must: – Maintain high standards of personal cleanliness – Wash hands regularly and thoroughly (see SOP 1.1: Personal Hygiene) – Keep hair clean and tied back if shoulder-length or longer – Keep nails short, clean, and unvarnished (or with clear/neutral polish) **Step 2:** Employees must not: – Wear strong perfumes, colognes, or scented products (may affect food safety and customer comfort) – Come to work with poor personal hygiene **Step 3:** Employees who do not meet hygiene standards will be asked to address the issue immediately or may be sent home. — ### 4.3 Jewellery and Accessories **Step 1:** Employees may wear: – Plain wedding bands – Small stud earrings – Watches (must be removed or covered during food preparation) **Step 2:** Employees must not wear: – Dangling earrings, bracelets, or rings (food safety and safety hazard) – Facial piercings (unless small studs that can be covered or removed) – Excessive jewellery that may interfere with work or hygiene **Step 3:** Managers may ask employees to remove jewellery if it poses a safety or hygiene risk. — ### 4.4 Hair and Facial Hair **Step 1:** Hair must be: – Clean and well-groomed – Tied back, covered with a hairnet, or secured if shoulder-length or longer – Kept away from face and food preparation areas **Step 2:** Facial hair must be: – Clean and neatly trimmed – Covered with a beard net if required by food safety standards **Step 3:** Unnatural hair colours are permitted, provided they are professional and do not detract from the company’s image. — ### 4.5 Tattoos and Body Art **Step 1:** Visible tattoos are permitted, provided they are not: – Offensive, discriminatory, or inappropriate – Likely to cause offence to customers or colleagues **Step 2:** Managers reserve the right to ask employees to cover tattoos if they are deemed inappropriate. — ### 4.6 Religious and Cultural Dress **Step 1:** Little Coffee Bean Co respects employees’ rights to dress in accordance with their religious or cultural beliefs. **Step 2:** Employees who wish to wear religious or cultural dress (e.g., hijab, turban, kippah) should discuss this with their manager to ensure it is compatible with health and safety and food hygiene requirements. **Step 3:** Reasonable adjustments will be made wherever possible. — ### 4.7 Seasonal Variations **Step 1:** During summer months, managers may approve: – Short-sleeved shirts or polo shirts – Shorts (if part of approved uniform) **Step 2:** During winter months, employees may wear: – Company-branded jackets or fleeces – Layers underneath uniforms (must not be visible) **Step 3:** All seasonal clothing must meet the same standards of cleanliness, safety, and professionalism. — ### 4.8 Non-Compliance **Step 1:** Employees who do not comply with this policy will be: – Spoken to by their manager and given the opportunity to correct the issue – Sent home to change if necessary (unpaid) **Step 2:** Repeated non-compliance may result in: – Informal warning – Formal disciplinary action (see SOP 17.3: Disciplinary Procedure) **Step 3:** Managers must handle dress code issues sensitively and in line with equality and discrimination laws. — ## 5. Responsibilities ### 5.1 Employees – Comply with dress code and appearance standards – Maintain high standards of personal hygiene – Report any concerns or requests for reasonable adjustments ### 5.2 Managers and Leads – Ensure all employees are aware of and comply with this policy – Address non-compliance promptly and sensitively – Make reasonable adjustments for religious, cultural, or disability-related needs ### 5.3 CEO and Senior Management – Provide uniforms and branded clothing where appropriate – Review and update this policy annually – Ensure compliance with equality and health and safety laws — ## 6. Compliance and Legal Framework This policy complies with: – **Health and Safety at Work Act 1974** – **Food Safety Act 1990 and Food Hygiene Regulations 2013** – **Equality Act 2010** (religious dress, disability adjustments) – **ACAS guidance on dress codes** – **UK GDPR and Data Protection Act 2018** (handling personal information sensitively) — ## 7. Related Documents – SOP 1.1: Personal Hygiene – SOP 17.1: Equal Opportunities Policy – SOP 17.2: Health and Safety Policy – SOP 17.3: Disciplinary Procedure – Food Safety and Hygiene SOPs (Section 1) — ## 8. Review This policy will be reviewed annually or following significant incidents, legal changes, or operational updates. **Next Review Date:** 29 October 2026 — **Document ID:** SOP-17.19-Dress-Code-Appearance-Policy

# SOP 17.18 – Social Media and Communications Policy **Little Coffee Bean Co** **Section 17: Company Policy** **Effective Date:** 29 October 2025 **Review Date:** 29 October 2026 **Owner:** Dan Kane, CEO — ## 1. Purpose This policy sets out guidelines for the use of social media and electronic communications by employees, both in a professional capacity and personally, to protect the company’s reputation and comply with legal obligations. — ## 2. Scope This policy applies to all employees, workers, contractors, franchisees, and agency staff at Little Coffee Bean Co, whether using company or personal devices and accounts. — ## 3. Policy Statement Little Coffee Bean Co recognises the value of social media for business and personal use. However, inappropriate use can damage the company’s reputation, breach confidentiality, or violate legal obligations. **Employees must use social media responsibly, professionally, and in compliance with this policy.** — ## 4. Procedures ### 4.1 Business Use of Social Media **Step 1:** Only authorised employees may post on behalf of Little Coffee Bean Co on official company accounts (Facebook, Instagram, TikTok, X, YouTube). **Step 2:** All business posts must: – Align with brand guidelines and tone of voice – Be accurate, professional, and respectful – Comply with advertising standards and data protection laws **Step 3:** Employees must not: – Share confidential company information – Make commitments or statements on behalf of the company without authorisation – Engage in arguments or negative exchanges with customers or competitors **Step 4:** Report any negative comments, complaints, or brand misuse to the manager or CEO immediately. — ### 4.2 Personal Use of Social Media **Step 1:** Employees are free to use personal social media accounts outside of work hours. **Step 2:** Employees must not: – Identify themselves as representatives of Little Coffee Bean Co unless authorised – Post content that could damage the company’s reputation – Share confidential information, trade secrets, or internal communications – Harass, bully, or discriminate against colleagues, customers, or competitors – Post offensive, defamatory, or illegal content **Step 3:** If discussing work-related topics, employees should: – Make it clear they are expressing personal views, not company policy – Use disclaimers such as “Views are my own” **Step 4:** Employees who breach this policy may face disciplinary action, up to and including dismissal. — ### 4.3 Confidentiality and Data Protection **Step 1:** Employees must not share: – Customer data or personal information – Financial or commercial information – Internal policies, procedures, or communications (unless publicly available) – Photos or videos of colleagues, customers, or premises without consent **Step 2:** All posts must comply with UK GDPR and Data Protection Act 2018. — ### 4.4 Monitoring and Enforcement **Step 1:** The company reserves the right to monitor business social media accounts and company devices. **Step 2:** Personal social media use on company time or devices may be monitored if there is a legitimate business reason. **Step 3:** Breaches of this policy will be investigated and may result in: – Informal warning – Formal disciplinary action – Dismissal for gross misconduct (e.g., sharing confidential data, harassment, defamation) — ### 4.5 Reporting Concerns **Step 1:** Employees who become aware of inappropriate social media use should report it to their manager or the CEO. **Step 2:** The company will investigate all reports confidentially and take appropriate action. — ### 4.6 Legal Considerations **Employees must be aware that:** – Defamatory, harassing, or discriminatory posts may result in legal action – Sharing confidential information may breach employment contracts and data protection laws – Copyright and intellectual property laws apply to all content — ## 5. Responsibilities ### 5.1 Employees – Use social media responsibly and professionally – Protect confidential information – Report concerns or breaches – Comply with this policy at all times ### 5.2 Managers and Leads – Monitor business social media accounts – Address inappropriate use promptly – Escalate serious breaches to the CEO ### 5.3 CEO and Senior Management – Authorise business social media use – Investigate breaches and enforce disciplinary action – Review and update this policy annually — ## 6. Compliance and Legal Framework This policy complies with: – **UK GDPR and Data Protection Act 2018** – **Equality Act 2010** – **Defamation Act 2013** – **Communications Act 2003** – **Employment Rights Act 1996** – **ACAS guidance on social media and the workplace** — ## 7. Related Documents – SOP 17.5: Data Protection and Privacy Policy – SOP 17.6: Anti-Harassment and Bullying Policy – SOP 17.3: Disciplinary Procedure – SOP 17.19: Dress Code and Appearance Policy – Brand Guidelines and Social Media Strategy — ## 8. Review This policy will be reviewed annually or following significant incidents, legal changes, or operational updates. **Next Review Date:** 29 October 2026 — **Document ID:** SOP-17.18-Social-Media-Communications-Policy **Version:** 2.0 **Author:** Penn, Copywriter **Approved by:** Dan Kane, CEO

# SOP 17.17 – Whistleblowing Policy **Little Coffee Bean Co** **Section 17: Company Policy** **Effective Date:** 29 October 2025 **Review Date:** 29 October 2026 **Owner:** Dan Kane, CEO — ## 1. Purpose This policy encourages employees to report suspected wrongdoing, illegal activity, or dangers in the workplace without fear of retaliation, in line with the Public Interest Disclosure Act 1998 (PIDA). — ## 2. Scope This policy applies to all employees, workers, contractors, franchisees, and agency staff at Little Coffee Bean Co. — ## 3. Policy Statement Little Coffee Bean Co is committed to maintaining the highest standards of honesty, integrity, and accountability. We encourage staff to speak up about genuine concerns regarding: – Criminal offences or fraud – Health and safety risks – Environmental damage – Miscarriage of justice – Breach of legal or regulatory obligations – Concealment of any of the above **All disclosures made in good faith will be treated seriously, confidentially, and without retaliation.** — ## 4. Procedures ### 4.1 How to Raise a Concern **Step 1:** Report the concern to your line manager or site lead. **Step 2:** If you are uncomfortable speaking to your manager, or the concern involves them, contact: – **Dan Kane, CEO** (email/phone provided internally) – **HR or Senior Manager** **Step 3:** Provide as much detail as possible: – What happened – When and where – Who was involved – Any evidence or witnesses **Step 4:** You may raise concerns verbally or in writing, and anonymously if preferred. — ### 4.2 Investigation Process **Step 1:** The company will acknowledge receipt of the concern within **5 working days**. **Step 2:** An impartial investigation will be conducted by a senior manager or external investigator if appropriate. **Step 3:** The whistleblower will be kept informed of progress, subject to confidentiality and legal constraints. **Step 4:** Findings and any corrective actions will be documented and reported to the CEO. — ### 4.3 Protection from Retaliation **Employees who raise genuine concerns in good faith are protected from:** – Dismissal – Disciplinary action – Harassment or victimisation – Any other detriment **Any retaliation will be treated as gross misconduct and may result in dismissal.** — ### 4.4 Confidentiality **All disclosures will be treated confidentially.** The identity of the whistleblower will only be shared: – With their consent – If legally required – If necessary for a fair investigation — ### 4.5 Anonymous Reporting Employees may report concerns anonymously. However, this may limit the company’s ability to investigate fully or provide feedback. — ### 4.6 External Reporting If internal reporting is not appropriate or has been unsuccessful, employees may report to: – **Prescribed external bodies** (e.g., HSE, ICO, FSA, local authority) – **Legal advisors** – **In extreme cases, the police or media** (subject to PIDA protections) Employees are encouraged to seek legal advice before making external disclosures. — ## 5. Responsibilities ### 5.1 Employees – Report genuine concerns in good faith – Cooperate with investigations – Maintain confidentiality ### 5.2 Managers and Leads – Take all concerns seriously – Escalate to senior management or CEO immediately – Ensure no retaliation occurs ### 5.3 CEO and Senior Management – Ensure investigations are impartial and thorough – Protect whistleblowers from retaliation – Implement corrective actions as needed – Review and update this policy annually — ## 6. Compliance and Legal Framework This policy complies with: – **Public Interest Disclosure Act 1998 (PIDA)** – **Employment Rights Act 1996** – **ACAS guidance on whistleblowing** – **Health and Safety at Work Act 1974** – **UK GDPR and Data Protection Act 2018** — ## 7. Related Documents – SOP 17.2: Health and Safety Policy – SOP 17.3: Disciplinary Procedure – SOP 17.4: Grievance Procedure – SOP 17.5: Data Protection and Privacy Policy – SOP 17.6: Anti-Harassment and Bullying Policy — ## 8. Review This policy will be reviewed annually or following significant incidents, legal changes, or operational updates. **Next Review Date:** 29 October 2026 — **Document ID:** SOP-17.17-Whistleblowing-Policy **Version:** 2.0 **Author:** Penn, Copywriter **Approved by:** Dan Kane, CEO

Job Description: Operations Manager Company: Little Coffee Bean Co Document Reference: 16.8.4 Version: 1 Last Updated: July 2023 Position Overview At Little Coffee Bean Group, we owe our success to the efficiency of organizational processes. To help maintain and grow this standard, we’re seeking an experienced operations manager to oversee daily activities. The ideal candidate will have a sharp business mind and proven success in managing multiple departments for maximum productivity. This person will be highly skilled in human resources, finance, and IT management, and be able to develop and maintain an environment of trust, diversity, and inclusion within the operations team. Objectives of this Role Maintain constant communication with managers, staff, and vendors to ensure proper operations of the company Develop, implement, and maintain quality assurance protocols Increase the efficiency of existing processes and procedures to enhance the company’s internal capacity Ensure that operational activities remain on time and within budget Track staffing requirements, hiring new employees as needed Oversee accounts payable and accounts receivable departments Responsibilities Lead, motivate, and support a large team within a time-sensitive and demanding environment, including career development plans for direct reports and problem resolution Manage data collection for the updating of metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service Partner with cross-functional teams to improve proprietary tools and systems Work closely with legal and safety departments to ensure that activities remain compliant Oversee materials and inventory Conduct budget reviews and report cost plans to upper management Required Skills and Qualifications Two or more years of proven success in an operations management role Strong skills in budget development and oversight Excellent ability to delegate responsibilities while maintaining organizational control of branch operations and customer service Proficiency in conflict management and business negotiation processes Knowledge of business productivity software and an aptitude for learning new applications Preferred Skills and Qualifications Bachelor’s degree (or equivalent) in operations management, business administration, or related field Working knowledge of management software programs, including NetSuite, QuickBooks, and CenterPoint Payroll Strong IT skills, including database development Multiple years of financial and account reporting experience Ability to communicate in more than one language This document is part of the Little Coffee Bean Co Standard Operating Procedures and is for internal use only.

Job Description: Barista / Cafe Assistant Company: Little Coffee Bean Co (@ Silksworth Ski Limited) Document Reference: 16.8.1 Version: 1 Last Updated: October 2025 Position Details Locations: Silksworth Ski Complex, Silksworth Lane, Sunderland, SR3 1PD Sunderland Railway Station, Sunderland Centre Washington Leisure Centre, Washington, NE38 7SS Hours: Flexible, Monday – Sunday including evenings and weekends Wages: Meets National Minimum Wage Contract Type: Casual Additional Information: Some shifts will be lone working Reports To: Operations Manager Overall Purpose of the Role Working on your own or as part of our customer-facing team, you will ensure that high quality and great value food and drink are prepared and served to café and catering customers from a clean, safe, and welcoming environment. Be a positive role model and engage with our customers, who don’t necessarily use the cafe, encouraging them to come in and try eating a variety of food. Key Activities and Responsibilities Preparing and serving food, making coffee and tea, and collecting money Ensuring the café is fully stocked and can meet the menu at all times, notifying the Operations Manager or kitchen staff of any shortage Clean the café areas, inside and outside, and ensure they are safe and hygienic at all times Check that all café facilities, equipment, or furnishings are in good order and report any damage Follow the normal operating plan, ensuring correct opening and closing times and setting up and clearing down as required Assist with preparing food for bookings, ensuring these are ready on time Monitor expenditure, stock, wastage, and use-by dates Ensuring the completion of daily financial paperwork and cash handling and that all expenditure is covered by an invoice or receipt Respond promptly and professionally to any customer feedback, comments, or complaints Welcome anyone who approaches the building when you are on shift, advising them as necessary Be familiar and up-to-date with all policies and procedures Uphold the highest standards of health and safety, cleanliness, and professionalism and use your own initiative to respond quickly to issues or challenges that may arise when you are on duty Act as a role model for other staff, inspiring them to engage in the services and understand and appreciate the practicalities of running a cafe Any other duties as would be expected of a café worker Personal Specification 1. You Are 1.1 Passionate about delivering a high quality food and drink offer 1.2 Friendly, cheerful, positive, and motivated with every member of the public that uses our cafe 2. Education, Qualifications, or Experience 2.1 Experience of working in a catering environment is essential 2.2 A Level 2 food hygiene certification is desirable 2.3 Barista experience is desirable 3. Knowledge, Skills, and Abilities 3.1 Enjoys multi-tasking in a busy fast-changing environment 3.2 Confident with simple mental arithmetic 3.3 Positive about embracing challenge and change, open to experimenting and fresh ideas 3.4 Looking for development and training opportunities 3.5 Believer in supportive environments, sharing with colleagues 3.6 An understanding of safeguarding children and young people and how to maintain appropriate professional boundaries 3.7 An understanding of equality and diversity with the ability to challenge discriminatory behavior This document is part of the Little Coffee Bean Co Standard Operating Procedures and is for internal use only.

16.8.4 Job Description: Operations Manager Version: V2 Last Updated: October 2025 Review Date: April 2026 Owner: CEO / Director 1. Job Summary Job Title: Operations Manager Reports To: CEO / Company Director Location: Multi-site (with travel required) Employment Type: Full-time Salary: [As per contract] The Operations Manager is responsible for overseeing the day-to-day operations of all Little Coffee Bean Co locations (fixed shops and mobile units). This senior role ensures operational excellence, compliance with all regulations, profitability, and the delivery of exceptional customer service across the business. The Operations Manager leads and supports Store Managers, drives continuous improvement, and implements company strategy at site level. 2. Key Responsibilities 2.1 Multi-Site Operational Leadership Oversee operations across all Little Coffee Bean Co locations Ensure consistent standards of quality, service, and compliance Conduct regular site visits and audits to monitor performance Identify operational challenges and implement solutions Drive operational efficiency and continuous improvement initiatives Ensure all sites comply with SOPs, food safety, health & safety, and employment law 2.2 Team Leadership & Management Recruit, train, and manage Store Managers and senior staff Conduct performance reviews, set objectives, and provide coaching Develop leadership capability within the management team Handle complex HR issues, grievances, and disciplinary matters Foster a positive, high-performance culture across all sites Ensure all managers are trained and competent in their roles 2.3 Financial & Commercial Management Achieve company-wide sales, profit, and cost control targets Analyze financial performance by site and identify improvement opportunities Manage budgets, forecasts, and P&L accountability Control labor costs, stock levels, and operational expenses Negotiate supplier contracts and manage key vendor relationships Prepare and present weekly/monthly reports to the CEO 2.4 Compliance & Risk Management Ensure full compliance with FSA food safety regulations, allergen law, and licensing requirements Oversee health & safety procedures and risk assessments Manage incident reporting, investigations, and corrective actions Coordinate internal audits and prepare for external inspections (EHO, FSA, etc.) Maintain all required documentation, logs, and records Ensure insurance, permits, and licenses are current and compliant 2.5 Customer Experience & Quality Assurance Drive exceptional customer service across all locations Monitor customer feedback, reviews, and mystery shopper reports Implement improvements based on customer insights Oversee loyalty programme and customer engagement initiatives Ensure product quality and consistency meet company standards 2.6 Supply Chain & Inventory Management Oversee stock ordering, inventory control, and supplier management Ensure adequate stock levels across all sites Monitor waste, shrinkage, and stock accuracy Implement FIFO principles and expiry date management Negotiate pricing and manage supplier performance 2.7 Strategic Projects & Business Development Support the CEO in implementing company strategy and growth plans Lead new site openings, refurbishments, and franchise rollouts Develop and update SOPs, policies, and operational procedures Identify opportunities for menu development, cost savings, and revenue growth Collaborate with marketing on campaigns, promotions, and seasonal launches 2.8 Systems & Technology Oversee Odoo POS system and ensure effective use across all sites Manage equipment maintenance schedules and service contracts Implement technology solutions to improve efficiency and reporting Ensure data accuracy and integrity in all systems 3. Person Specification 3.1 Essential Proven experience in a senior operations or multi-site management role (hospitality/retail/food service) Strong leadership, people management, and coaching skills Excellent commercial acumen and financial management experience In-depth knowledge of food safety, health & safety, and employment law Ability to analyze data, identify trends, and drive performance improvements Exceptional communication, problem-solving, and decision-making skills Proficiency with POS systems, inventory management, and reporting tools (Odoo experience desirable) Flexible, resilient, and able to work under pressure Full UK driving license and willingness to travel regularly 3.2 Desirable Level 4 Food Safety & Hygiene certification or equivalent Experience in coffee shop, cafe, or QSR (Quick Service Restaurant) operations Knowledge of franchise operations and support Project management experience (site openings, refurbishments) IOSH Managing Safely or equivalent health & safety qualification Experience with supplier negotiations and contract management 4. Training & Development Induction: Senior management induction covering strategy, operations, compliance, and systems Food Safety: Level 4 Food Safety & Hygiene certification (initial and refresher) Health & Safety: IOSH Managing Safely or equivalent Leadership Development: Access to leadership and management training programmes Financial Management: Training on budgets, P&L, forecasting, and financial analysis Ongoing Development: Regular performance reviews, mentoring from CEO, and professional development opportunities 5. Working Conditions Hours: Full-time (typically 40–50 hours per week); flexible hours including evenings, weekends, and public holidays as required Travel: Regular travel to all Little Coffee Bean Co locations (Newcastle, Sunderland, and future sites) Environment: Office-based and site-based; exposure to fast-paced cafe/mobile unit environments Uniform: Company uniform or professional attire as appropriate 6. Performance Standards Achieve or exceed company-wide sales and profit targets Maintain high operational standards and compliance across all sites Develop and retain a high-performing management team Deliver excellent customer satisfaction scores and feedback Complete strategic projects on time and within budget Provide accurate, timely reports and insights to the CEO 7. Key Performance Indicators (KPIs) Company-wide sales vs. target (weekly/monthly/quarterly) Profit margin and cost control across all sites Customer satisfaction scores (mystery shopper, reviews, NPS) Compliance audit scores (food safety, health & safety, employment law) Staff turnover and retention rates (management and frontline) Stock accuracy, waste levels, and shrinkage New site openings and franchise rollout progress 8. Related Documents Staff Handbook Operations Manual SOP Index (all sections) Food Safety SOPs (Section 1) Cash Handling SOPs (13.1–13.7) Staff Management SOPs (Section 16) Health & Safety Procedures Franchise Operations Manual Company Policies (Section 17) Note: This job description is not exhaustive and may be updated to reflect the changing needs of the business. Employees will be consulted on any significant changes.