COMPLAINTS AND GRIEVANCE PROCEDURE
FENIX DIAMONDS LLC. seeks to maintain its reputation in the Lab Grown Diamond & Jewelry industry. The management of FENIX DIAMONDS LLC. is committed to maintaining its responsiveness to the needs and concerns of its employees, customers, suppliers and other stakeholders.
At FENIX DIAMONDS LLC., we are committed to maintaining the highest standards of integrity, transparency, and accountability in all our dealings. We recognize that employees, customers, suppliers, and other stakeholders may, at times, have concerns or grievances. This Complaints and Grievance Procedure is designed to ensure that all such matters are addressed promptly, fairly, and effectively.
SCOPE
This procedure applies to:
- Employees
- Customers
- Suppliers and vendors
- Contractors
- Business partners
- Community members and other stakeholders
PRINCIPLES
We are committed to ensuring that:
- Complaints are taken seriously and handled professionally.
- All parties are treated with respect and fairness.
- Complaints are resolved in a timely manner.
- Confidentiality is maintained throughout the process.
- Retaliation against complainants will not be tolerated.
RAISING A COMPLAINT
Where a complaint is about a particular engagement, product or staff, the complainant can address his complaint to an appropriate member of that engagement team, orally, by letter, email or fax. Where possible, complaints should be made in writing so that the details of the complaint are clear and complete.
For Grievances Redressal a single point platform to submit or register your grievances e-mail to [email protected] or write to us at:
FENIX DIAMONDS LLC.
Attn: Compliance Department
529 5TH AVENUE,
8TH FLOOR,
NEW YORK, 10017,
UNITED STATES
INFORMATION TO INCLUDE
Please provide the following details to help us address your concern effectively:
- Full name and contact details
- Relationship to the company (employee, customer, supplier, etc.)
- Detailed description of the issue
- Any relevant dates, documents, or evidence
- Expected resolution or outcome
PROCEDURE AND TIMELINE
- Acknowledgment
- You will receive an acknowledgment within 3 business days of submitting your complaint.
- Investigation
- An impartial investigation will be initiated.
- We may contact you for additional information.
- This process is typically completed within 10–15 business days, depending on the complexity of the matter.
- Resolution
- We will communicate the outcome and any corrective action taken.
- If further time is needed, you will be informed of the updated timeline.
ESCALATION
If you are unsatisfied with the outcome or handling of your complaint, you may escalate the matter by writing to:
Mr. Naman Parikh
529 5TH AVENUE,
8TH FLOOR,
NEW YORK, 10017,
UNITED STATES
CONFIDENTIALITY AND PROTECTION
All complaints will be handled confidentially to the extent possible. Whistleblowers and complainants are protected from retaliation under our company’s ethics policy.
CONTINUOUS IMPROVEMENT
We use complaints and feedback as a tool for continuous improvement in our operations and stakeholder relationships. Lessons learned may lead to changes in our processes or policies.
CONTACT US
If you have any questions about this procedure or need assistance submitting a complaint, please contact our Compliance Team at [email protected] or +212 302 2919
All records relating to any complaints and grievance, Legal allegation, report of a retaliatory act or the investigation of any such report shall be retained for a period of five years.
OTHERS
- The ‘Sourcing Policy & Human Rights Due Diligence’ is available on request. E-mail request can be sent at [email protected]
- Any grievances related to ‘Sourcing’ can also so be addressed to [email protected]