If you're a manager in a company that does sucky things, does (inevitably) being quoted saying a policy 'sucks' risk you losing your manager job there?
I'm an OG techie, who ends up doing some manager-y things, and I'm going to be very straightforward with everyone. But on something like sucky policy, I might not say "sucks".
Instead, maybe acknowledge they're concerned/upset, ask questions about how it affects, ask/discuss how that can be fixed/improved, and honestly say some of what I will try to do about it.
Example of last part: "Thank you, I'm going to escalate this, and I plan to get back to you within the next 2 days. If anything comes up before then, let me know."