Grievance procedure
This page explains, in plain language, how SUITSUIT receives, assesses and resolves grievances, and what you can expect from us at each stage.
Who can use this channel
- Employees, interns and former employees of SUITSUIT
- Suppliers, factory workers, agents and business partners
- Customers, retailers and consumers
- Communities, NGOs and anyone else affected by our activities
What you can report here
- Unethical, dishonest or unlawful behaviour
- Human rights concerns, discrimination, harassment or unsafe working conditions
- Forced or child labour anywhere in our supply chain
- Environmental harm or breaches of our sustainability commitments
- Fraud, bribery, corruption or conflicts of interest
- Misleading communication about our products or our impact
What does not belong here
Questions about an order, a delivery, a repair, a warranty claim or a return are not grievances. Our customer service team resolves those much faster.
Go to customer serviceWhat happens after you submit
Who can submit a report
Anyone can. You do not have to work for SUITSUIT. Employees, former employees, interns, suppliers, factory workers, agents, business partners, customers, retailers, NGOs and members of communities affected by our activities can all use this channel. You may also report on behalf of someone else who does not feel safe reporting themselves.
When is something a grievance
A grievance is a concern about behaviour, a decision or a situation connected to SUITSUIT that harms people, the environment or the integrity of our business. Examples include unethical or unlawful conduct, discrimination, harassment or intimidation, unsafe working conditions, forced or child labour, environmental damage, fraud, bribery, corruption, conflicts of interest, breaches of our code of conduct, misleading claims about our products or our impact, and retaliation against someone who spoke up. If you are not sure whether your concern qualifies, submit it anyway. We will tell you honestly whether we can handle it and, if not, where to go instead.
What does not belong here
Commercial questions are not grievances: an order that has not arrived, a damaged suitcase, a warranty claim, a return or a refund. Our customer service team handles those and will help you far more quickly. If you send such a question through this channel, we will redirect you and close the report.
Anonymous or confidential
Anonymous means we never learn who you are. You do not give your name or contact details, and we cannot trace the report back to you. You keep access through a reference code and a passphrase you choose yourself. The trade-off is that we cannot email you and we may not be able to ask the follow-up questions that often make an investigation possible. Confidential means you tell us who you are, but your identity is only known to the recipient you choose. It is not shared with your manager, your colleagues, the person you are reporting about, or anyone else without your explicit consent, unless the law obliges us to disclose it. Confidential reporting lets us keep you informed by email and ask questions, which usually leads to a better outcome.
Who receives your report
You choose the recipient yourself. The Board of directors handles serious integrity matters, fraud and conduct of management. Human rights handles discrimination, harassment, working conditions, forced and child labour. Marketing and communication handles misleading claims and public communication. Supply chain handles suppliers, factories, purchasing practices and production conditions. Sustainability handles environmental impact, sustainability claims and reporting. Only the recipient you choose can open the content of your report. Every other person with access to the system sees no more than a reference number, a date, a category and a status.
Protection against retaliation
Nobody who reports in good faith will be dismissed, demoted, excluded, sanctioned or disadvantaged in any way because of their report. This applies equally to people outside our organisation, including workers at our suppliers. Retaliation is itself a serious breach of our code of conduct and can be reported through this same channel.
How and when we keep you informed
We confirm receipt within 5 working days. Within 10 working days we assess whether the report falls within scope, and we carry out a risk and confidentiality assessment. You receive a progress update at least every 20 working days. We aim to resolve the matter within 60 working days. If a case is complex and needs longer, we tell you why and give you a new date. All timeframes are counted in Dutch working days.
If the matter cannot be resolved
If you are not satisfied with the outcome, you can ask for escalation. The report is then reviewed by someone who was not involved in handling it, usually a member of the Board of directors. If that still does not resolve the matter, either side can propose independent mediation by a neutral third party. Using this procedure never takes away your right to go to a regulator, a works council, a trade union or a court.
Your personal data
We only ask for information we need to assess and handle your report. Access is limited to the recipient you chose and, where necessary, an administrator. Every time a case is opened, this is logged. Case files are kept for as long as the law requires and then deleted or anonymised. You can ask us at any time what we hold about you, ask for a correction, or ask for your data to be deleted.
Withdrawing your report
You can withdraw your report at any moment through your report page, and you can ask us to delete the records that relate to you. We may keep an anonymised statistical record so we can continue to report accurately on how many grievances we receive and how they are handled.
Following up on your report
After you submit, you receive a reference code. Together with the passphrase you chose, it gives you access to your report page, where you can follow the status, exchange messages with the handler, add evidence and request escalation. Save both somewhere safe: the passphrase is stored scrambled, so if you lose it we cannot recover it and cannot give you access again.