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senz° complaints procedure

We take concerns seriously.

At senz°, we believe that taking responsibility starts with listening. We strive to create products that last, build responsible partnerships and make a positive contribution to people and the environment. However, things do not always go as intended, and concerns may arise that need to be addressed.

That is why we provide customers, employees, suppliers and other stakeholders with the opportunity to raise complaints, concerns or suspected misconduct. Every report helps us better understand a situation and identify where improvements may be needed.


How to raise a concern

Do you have a complaint or wish to raise a concern about our products, business operations, working conditions, business relationships, or our impact on people and the environment? You can contact us at info@senz.com or use the contact form on our website.


You can also contact us about concerns relating to the activities of our suppliers or other parties within our value chain. We handle every report carefully and confidentially. Where possible, you may also submit a report anonymously. We want everyone to feel comfortable speaking up, without fear of disadvantage or retaliation.

How do we handle your report?

1. Receipt and acknowledgement We carefully register your report. If you provide your contact details, you will receive an acknowledgement within five working days.

2. Assessment We assess the nature and seriousness of the report and determine the appropriate next steps. If the report falls outside the scope of this procedure, we will explain why and, where possible, direct you to a suitable alternative.

3. Investigation and follow-up We examine the situation carefully and involve the relevant people or organisations where necessary. We aim to ensure an objective assessment while taking the interests of all parties involved into account. We aim to provide a substantive response within 30 working days of starting the investigation. If more time is needed, we will inform you of the progress and expected timeframe.

4. Resolution and review Where necessary, we take measures to resolve the situation and prevent it from happening again. We document the outcome and, where possible, inform you about how the matter has been handled. If you disagree with the outcome, you may request a review. This review will be carried out by someone who was not involved in the original decision.

Careful and confidential handling

We handle the information you share with us with care. Access is limited to those involved in handling the report who need the information to fulfil their role. senz° does not tolerate intimidation, disadvantage or retaliation against anyone who raises a concern in good faith. Turning insights into improvements We see reports as an important part of responsible business practices. They help us identify risks, critically review the way we work and implement concrete improvements where needed. By listening, acting carefully and taking responsibility, we continue to work towards products, processes and partnerships that reflect what senz° stands for.