Policy
Stakeholder grievance procedure
OYNK Ltd · PSG 3.1 · Approved by the Director on 15 September 2026
Who can raise a concern
Anyone affected by OYNK’s activities may raise a concern about our conduct, products, services, suppliers or social and environmental impacts. This includes customers, end users, suppliers and community members. No fee is charged.
How to raise a concern
Email hello@oynk.co.uk with the subject “Stakeholder concern”. Describe what happened, how you were affected and the outcome you seek. Supporting material is helpful but not required. You may request a different accessible communication format or ask someone to raise the issue on your behalf.
We consider anonymous concerns where enough information is available, although we may be unable to provide updates or obtain clarification without a contact route.
Process and target times
The Director acknowledges receipt within five working days and explains the next steps. Within ten working days, we confirm whether the concern falls within this procedure and, if it does not, explain why and identify another route where possible.
We review relevant evidence, invite the affected person’s account and seek a fair resolution. We aim to provide a substantive outcome within 30 working days. If more time is needed, we explain the reason and give an update at least every ten working days.
The outcome explains findings, proposed remedy and any prevention measures. Remedies may include correction, apology, service repair, reimbursement where appropriate, or changes to our practices. We ask whether the concern is resolved and confirm closure in writing.
Fair review and protection
You may request a review within 20 working days of the outcome. As a one-person business, where the concern relates to the Director or requires independent review, we propose a suitably independent reviewer or mediator and agree the arrangements with you.
We prohibit retaliation, intimidation or adverse treatment for raising a concern in good faith. Information is shared only where necessary to investigate or resolve the issue, or where required by law; we cannot promise absolute confidentiality. Suspected retaliation is itself investigated. This procedure does not restrict access to legal or regulatory remedies.
The Director keeps a restricted grievance log, records decisions and remedies, and reviews recurring issues annually. This procedure is published on our website.
Related
This procedure is the route for concerns under our code of ethics, climate action plan, JEDI commitment and responsible lobbying policy. For a problem using this website, the accessibility statement explains other ways to reach us. All our policies are listed on How we do business.
Approval and review
Approved by the Director of OYNK Ltd, the company’s highest governing body, on 15 September 2026. Effective from 15 September 2026. Reviewed at least annually; next review due by 15 September 2027.
OYNK Ltd is registered in England and Wales, company number 15844748, and operates remotely. Reference: PSG 3.1.
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Tell us what isn't working.
Half an hour, no deck. Tell us what you've got and what it needs to do, and we'll tell you whether it's a fix or a rebuild, roughly what that costs, and whether we're the right people for it.
Or email hello@oynk.co.uk