Customer service

A grievance may be accepted if it concerns potential negative impacts on people, consumers, communities, or the environment that are linked to our activities or value chain.

Once a grievance is submitted, it follows the process below:

Receipt

five working days.

Review

Our Customer & Consumer Support team reviews the grievance to assess its scope and determine the appropriate next steps. If a concern does not fall within the scope of this procedure, we will explain the reasons.

Investigation

Relevant departments are involved to investigate the issue. In the case of product-related grievances, the investigation starts as soon as the product has been received. Grievances are reviewed by appropriate personnel to ensure a fair and unbiased decision-making process and to avoid conflicts of interest.

Resolution

A formal response is provided within 30 working days after the start of the investigation, outlining the outcome and any proposed actions.

Follow-up

Where applicable, corrective actions are implemented and monitored to help prevent similar issues in the future. Stakeholders can raise grievances safely and confidentially, and Bolsius does not tolerate retaliation against individuals who raise concerns in good faith.