Policies - Stakeholder Grievance Policy

Nkuku wants stakeholders to be able to raise concerns safely, fairly and without fear of retaliation. This policy explains how we receive, assess and respond to grievances.

Who can use this policy

This policy is available to customers, suppliers, workers in our supply chain, artisan partners, contractors, community members and other people or organisations affected by Nkuku's activities.

Concerns covered

You can use this process to raise concerns about:

  • Human rights, labour standards or working conditions.
  • Modern slavery, child labour or forced labour.
  • Discrimination, harassment, abuse or retaliation.
  • Health, safety or environmental impacts.
  • Ethical conduct, responsible sourcing or supplier behaviour.
  • Product quality, product safety or data privacy concerns that are serious or remain unresolved.

Routine questions about orders, deliveries, returns or refunds should be sent to hello@nkuku.com.

Our principles

  • Accessible: concerns can be raised by email or post and may be submitted anonymously.
  • Confidential: information is shared only with people who need it to assess or resolve the concern, subject to legal and safeguarding obligations.
  • Fair: concerns are considered impartially and people affected are given an appropriate opportunity to respond.
  • No retaliation: no one should suffer retaliation for raising a concern in good faith.
  • Responsive: we aim to acknowledge grievances within five working days and provide updates during the process.

How to raise a grievance

Email feedback@nkuku.com or write to:

Grievance Team
Nkuku Ltd
Lower Tweed Mill
Shinners Bridge
Totnes
Devon
TQ9 6JB
United Kingdom

Please include, where you can:

  • Your contact details, unless you wish to remain anonymous.
  • A clear description of the concern.
  • Relevant dates, locations, people or organisations.
  • Any documents, photographs or other evidence.
  • The outcome or remedy you believe would help.

What happens next

  1. Acknowledgement: we aim to confirm receipt within five working days.
  2. Initial assessment: we consider the seriousness, urgency and scope of the concern and identify the appropriate reviewer.
  3. Review or investigation: we gather relevant information and may contact the person raising the grievance and others involved.
  4. Outcome: we communicate the outcome and any actions we can share, subject to confidentiality and legal restrictions.
  5. Follow-up: where action is required, we monitor its completion and consider any wider lessons.

Appeal

If you believe the process or outcome was not fair, you may appeal by emailing feedback@nkuku.com within five working days of receiving the written outcome. Please explain the reason for the appeal and include any new information. An appeal will, where practical, be reviewed by someone who was not responsible for the original decision.

Records and privacy

We keep appropriate records to manage grievances, monitor themes and improve our processes. Personal information is handled in line with applicable data protection requirements.

Related information

For a shorter overview, see How to Raise a Grievance. You can also read our Human Rights Policy.