This policy, together with its supporting procedure, is intended to clearly outline how stakeholders can raise a complaint or grievance directly with the directors of Lexsynergy.
While the policy sets out the overarching principles, legal compliance, and standards we adhere to, the procedure defines the step-by-step actions and responsibilities required to manage and resolve grievances effectively.
If you have any questions regarding this document, please reach out using the contact form on the Stakeholder Feedback page.
This Policy applies to all stakeholders, including but not limited to employees, contractors, clients, suppliers, and any external parties with whom we interact in the course of business.
We provide multiple accessible channels for raising a grievance or complaints:
Stakeholders can submit grievances via the dedicated form available on our website.
Alternatively, concerns can be sent directly via email to [email protected], or communicated via phone using the contact numbers listed on our Contact page.
We encourage open communication and welcome concerns shared directly with management or through formal channels without fear of reprisal.
Suppliers are required to maintain grievance mechanisms that align with our policies, including adherence to ethical standards and fair labour practices.
We regularly conduct internal audits, including confidential worker interviews, to proactively identify and resolve potential concerns or grievances.
A grievance will be accepted if it involves:
- Unethical behaviour or practices
- Breaches of company policy or contractual terms
- Health and safety concerns
- Discrimination or harassment
- Other issues reasonably linked to Lexsynergy's operations
If a grievance is unclear or lacks sufficient detail, further clarification may be requested before proceeding.
To ensure a transparent and timely response, we follow these steps:
- Acknowledgement: All grievances will be formally acknowledged within five (5) business days.
- Review and Assessment: We will review and assess the validity and scope of the grievance within ten (10) business days.
- Investigation: If required, an investigation will be initiated and completed within thirty (30) business days.
- Resolution: A resolution will be communicated to the stakeholder within forty-five (45) business days of receiving the grievance.
Resolutions may take various forms depending on the nature of the issue, including corrective action, mediation, or other appropriate dispute resolution methods. All outcomes will be documented and clearly communicated to the stakeholder.
For accepted grievances, we commit to:
- Providing regular updates at key stages of the process
- Clearly communicating the final outcome and any action taken
- If a grievance is not accepted, offering a transparent explanation of the reasoning
Lexsynergy is firmly committed to protecting individuals who raise grievances in good faith. To support this:
- All grievances are handled confidentially, with disclosure limited to those who need to know.
- Anonymity will be respected where stakeholders choose to report through anonymous channels.
- Any form of retaliation is strictly prohibited and will be treated as a serious violation of company policy.
This policy will be reviewed annually to ensure that it remains effective, relevant, and aligned with Lexsynergy’s core values of transparency, fairness, and accountability.