Grievance Procedure

Anyone can raise a concern with Bamboovement. If something about our conduct worries you, whether you are a customer, supplier, partner, or member of the public, this page explains how to do that and what to expect.

How to raise a concern

Email us at: info@thebamboovement.com

No specific form is needed. Describe the issue and include your contact details if you'd like a response. If you want to remain anonymous, let us know, and we'll work with that. See the confidentiality section below.

This address is monitored by Joshua van den Hurk. If your concern involves Joshua directly, address it to Frank Koch at the same address, marked for Frank's attention.

What counts as a grievance

A grievance is any concern about Bamboovement's social, environmental, or governance conduct that affects you as a stakeholder. Examples include:

  • Environmental impact of our operations or products
  • Supplier practices in our value chain
  • Marketing conduct or accuracy of claims
  • How we handle personal data
  • Any other concern about how we operate as a business

Not every message will qualify as a formal grievance. A general product complaint, for example, goes through our standard customer service process. If we don't accept a submission as a grievance, we'll explain why and point you to the right channel.

What to expect

  • You email us: Describe the issue and include your contact details if you'd like a response. | Any time
  • Acknowledgement: We confirm receipt and tell you who is handling the case | Within 5 working days
  • Assessment: We decide whether it qualifies as a formal grievance and let you know, with reasons if it does not. | Within 15 working days
  • Resolution: We work toward a resolution and keep you updated at each step. | Within 30 working days
  • Closure: We confirm the outcome in writing. | When resolved

For complex cases, we'll update you on a revised timeline rather than go quiet. If you're not satisfied with the outcome, you can request a review, and we'll explain how that works.

Confidentiality and protection

We take your safety seriously. If you raise a concern:

  • You can ask for your identity to remain confidential. We'll tell you upfront who needs to be informed before sharing anything.
  • We do not retaliate against anyone who raises a concern in good faith. This is non-negotiable.
  • For workers, our open-door policy means concerns raised directly with a founder carry the same confidentiality protections as a formal submission.
  • Any breach of confidentiality within our team is treated as a disciplinary matter.
  • If you face a specific risk in coming forward, let us know, and we'll work out how to proceed together.

We don't share the outcome of a grievance publicly without the consent of everyone involved.

How we communicate

Once you've raised a concern, you'll hear from us at each key step: when we receive it, when we've assessed it, as it progresses, and when it's closed. If we need more time than expected, we'll tell you and explain why. All communication is by email unless you ask for something different.

Last updated: June 2026 | Questions: info@thebamboovement.com