Complaints Policy

1. Purpose

Green Earth Group (“Green Earth”, “we”, “us”, “our”) is committed to the highest standards of transparency, accountability, and stakeholder engagement, in line with our commitments to become a Certified B Corporation®. This policy explains how any stakeholder can raise a complaint or concern about our conduct, operations, products, services, or projects, and describes how we will respond.
We see complaints as a valuable source of feedback. Every complaint is taken seriously, investigated fairly, and used as an opportunity to improve how we work.

This Policy is governed by the laws of the Netherlands. Any disputes arising from this Policy will be subject to the exclusive jurisdiction of the courts in the Netherlands.

2. Scope

This policy applies to complaints and concerns raised by any stakeholder affected by Green Earth's activities, including but not limited to:

• Customers, clients, and members of the public

• Employees, contractors, and job applicants

• Suppliers, partners, and project developers

• Local communities connected to our nature and carbon projects

• Investors and other stakeholders

Complaints may relate to the quality or delivery of our products and services, the environmental or social impacts of our projects, breaches of our ethical, labour, human rights, or governance standards, the conduct of Green Earth staff or representatives, or any other matter arising from our activities.

This policy sits alongside, and does not replace, any internal employee grievance, whistleblowing, or HR procedures, which remain the primary route for workplace-specific issues raised by staff.

3. Our commitment

When a complaint is submitted, Green Earth commits to: acknowledging it promptly; investigating it fairly, objectively, and confidentially; keeping the complainant informed of progress; and providing a clear, reasoned response within the timeframes set out below.

4. How to submit a complaint

Complaints can be submitted through any of the following channels:

• Email: contact@green.earth 

• Online form: https://www.green.earth/contact

Please include your name and contact details (or state clearly that you wish to remain anonymous), a description of the issue, relevant dates, and any supporting documentation. Anonymous complaints are accepted and will be investigated to the fullest extent possible given the information provided.

5. Our process and timelines

Step 1 – Acknowledgement

We will acknowledge receipt of your complaint within 5 business days.

Step 2 – Investigation

We aim to investigate and respond to complaints within 21 calendar days of receipt. Where a complaint is complex and requires more time, we may take up to 45 calendar days in total to complete our investigation. If this is necessary, we will inform you, explain the reason for the delay, and give an updated expected timeframe.

Step 3 – Resolution

Once our investigation is complete, we will communicate the outcome and any actions Green Earth intends to take as a result, in writing, to the complainant.

6. Escalation

If you are not satisfied with our response, you may ask for your complaint to be escalated to Green Earth's Compliance Team, who will review the case and advise on next steps.

Where a complaint relates specifically to Green Earth's conduct as a Certified B Corporation and cannot be resolved through this policy, complainants may also raise the matter with B Lab through its public complaints process, available at bcorporation.net.

7. Confidentiality

All complaints are handled confidentially. Information about a complaint is only shared with those directly involved in investigating and resolving it, and is processed in accordance with applicable data protection law.

8. Protection against retaliation

Green Earth prohibits any form of retaliation against a person who raises a complaint or concern in good faith, whether or not the complaint is ultimately upheld. Any employee, contractor, or representative found to have retaliated against a complainant will be subject to disciplinary action.

9. Record-keeping and continuous improvement

Green Earth maintains a confidential log of all complaints received, along with their outcomes and any resulting actions. This log is reviewed periodically by the leadership team to identify trends and drive continuous improvement across our operations and projects.

10. Policy review

This policy is reviewed at least annually, and updated as needed to reflect changes in our operations, applicable law, or B Corp certification requirements.

11. Contact us

For questions about this policy, or to submit a complaint, please contact:

• Email: contact@green.earth 
• Phone: +31320788118

• Online form: https://www.green.earth/contact