At Stoov, we are committed to acting with integrity, responsibility, and respect for all people and the planet. We believe that transparent communication strengthens trust, which is why we provide a safe and accessible way for anyone connected to our company to raise concerns.
This grievance mechanism allows employees, suppliers, customers, partners, and community members to raise concerns about our social, environmental, ethical, or governance practices.
For product-related questions or claims, such as product quality, product performance, usage, or commercial matters (including orders, returns, or pricing), we ask you to contact Stoov Customer Service directly. These topics fall outside the scope of this grievance mechanism and can be handled more effectively by our customer support team.
Your feedback helps us identify issues, continuously improve, and uphold our commitment to responsible business.
What issues can be reported?
You can submit concerns related to, but not limited to:
- Human rights concerns
- Labour practices or working conditions
- Discrimination, harassment, or misconduct
- Environmental impacts or sustainability concerns
- Ethical misconduct, corruption, or conflicts of interest
- Safety or wellbeing concerns
- Breaches of company policies or values
- Community or stakeholder impacts
If you are unsure whether your concern fits, please submit it. We will ensure it is assessed.
Submit a concern
You can report a concern in two ways:
- By email
You may contact us directly at grievances@stoov.com. Please note: submitting a concern by email cannot be done anonymously, as your email address will be visible to us. - By form
You may choose to submit your concern anonymously or include your contact details. All
submissions, whether anonymous or not, are treated with strict confidentiality.
We encourage you to use the option you feel most comfortable with. Every concern will be
reviewed carefully and handled with integrity and respect.
How the process works
- Submit your concern via the form (anonymous submissions are allowed).
- Your concern will be received confidentially by our designated internal team.
- We may contact you for additional information only if you choose to provide your
details. - The concern will be reviewed and investigated impartially and objectively.
- We aim to provide an outcome within the indicative timelines listed below.
Submitting a concern anonymously
You may choose to submit your concern anonymously. If you do so, please note the following:
- We will still review and investigate the concern as seriously as any other
submission. - However, we cannot follow up with you directly, request clarification, or provide
feedback on the outcome. - This means you will not receive updates, and the resolution may be limited if key
details are missing.
We encourage anonymous submissions when safety or comfort requires it. Whenever
possible, providing contact details helps us resolve concerns more effectively.
Confidentiality and non-retaliation
Stoov strictly prohibits any form of retaliation against anyone who raises a concern in good faith. All information is treated confidentially, stored securely, and accessed only by authorised team members. If you choose to provide personal data, such as your name or contact details, it will be processed in accordance with the General Data Protection Regulation (GDPR) and used solely for the purpose of reviewing and resolving your grievance.
Indicative timelines
- Acknowledgement: Within 5 days
- Investigation: Typically within 30 days, depending on complexity
- Resolution: Within 90 days, with communication if more time is needed
If more time is needed, we will communicate this, unless the submission is anonymous.