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COMPLAINTS AND GRIEVANCE PROCEDURE


DIAROUGH GROUP seeks to maintain its reputation in the Diamond & Jewelry industry. The management of DIAROUGH GROUP is committed to maintaining its responsiveness to the needs and concerns of its employees, customers, suppliers and other stakeholders.

 

At DIAROUGH GROUP, 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 compliance@diarough.com or write to us at:

Diarough N.V

Attn: Compliance Department

Hoveniersstraat 30, Bus 211
2018 Antwerp
Belgium

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

        1. Acknowledgment

    • You will receive an acknowledgment within 3 business days of submitting your complaint.

        2. 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.

       3. 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. Nishit Parikh

Hoveniersstraat 30, Bus 211
2018 Antwerp
Belgium

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 compliance@diarough.com  or  +32.3.234.24.24

 

 

RETENTION OF RECORDS

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 compliance@diarough.com

Any grievances related to ‘Sourcing’ can also so be addressed to compliance@diarough.com