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Grievance procedure

 

At Naïf, we believe in acting responsibly and transparently towards all our stakeholders. Whether you are a customer, supplier, partner, or community member, we want to hear from you if you have any concerns. We provide a clear, safe, and accessible way to raise grievances.

How to raise a grievance

You can safely share your concerns with us by sending an email directly to: impact@naifcare.com.

What can be raised?

You can use this channel to report concerns regarding:

  • Product safety or quality
  • Environmental impact
  • Supplier or labor practices
  • Ethical concerns
  • Employee matters
  • Any other serious concerns related to Naïf's operations

Our Process & Timeline

We take every grievance seriously. Here is what you can expect when you reach out:

  1. Acknowledgement: We will confirm receipt of your grievance within 5 working days.
  2. Assessment: We will review the concern to determine the appropriate next steps. (If a grievance falls outside the scope of this procedure, we will clearly explain why).
  3. Investigation: We will thoroughly and objectively investigate the matter.
  4. Response: You will receive a formal response regarding the outcome and any actions taken within 30 days.
  5. Closure: We will confirm the closure of the grievance with you.

Protection & Confidentiality

Your safety is our priority. You can choose to remain anonymous if you prefer (for example, by using an anonymous email service to contact us). Naïf strictly prohibits any form of retaliation against anyone who reports a concern in good faith. Your report will be handled securely and confidentially.

Governance

This procedure is managed by our CFO, who is responsible for ensuring that grievances are handled independently, confidentially and in accordance with this procedure. Significant grievances are escalated to the Management Team and, where appropriate, to the Board. If you are not satisfied with the outcome of your grievance, you may request a further review by the CEO. We will reassess the grievance and communicate our final decision.

Submit a grievance