EN
At Emerald, we believe it is important that customers, suppliers, employees, partners, and other stakeholders can share their concerns, complaints, or feedback safely and carefully. As a B Corp, we highly value transparency, accountability, and continuous improvement. Therefore, we treat complaints not only as individual issues, but also as an opportunity to improve our processes, collaboration, and impact.
A complaint or report can relate to, among other things:
This procedure is intended for complaints from all stakeholders, including customers, suppliers, employees, partners, and other involved parties.
A complaint can be submitted via our complaints form on our site (www.eeg.nl). It is also possible to submit a complaint anonymously.
If you leave your contact details, Emerald will use them exclusively to handle the complaint carefully and, if necessary and information is available, to contact you for additional information or feedback. We also take anonymous complaints seriously, but we cannot provide a personal acknowledgment of receipt or follow-up feedback for them.
Complaints can also be reported by telephone or email. In that case, the designated employee within the Inside Sales team can record the complaint in our internal complaints register.
Upon receiving a complaint, we follow these steps:
The complaint is recorded in our internal complaints register. We document, among other things, what the complaint is about, when it was received, who is responsible for the follow-up, and what actions have been taken.
If contact details are known, the reporter will receive an acknowledgment of receipt within 3 working days.
The complaint is assessed and assigned to the correct responsible department or person. Depending on the subject, this could be Inside Sales, HR, the Sustainability/B Corp officer, quality management, or the board of directors.
We take every report seriously, but to safeguard the quality and focus of our complaints procedure, we assess beforehand whether a report is eligible for investigation within this framework.
When do we start an investigation? We start an investigation when the complaint relates to a possible violation of our core values, B Corp standards, ethical guidelines, or the mission laid down in our articles of association.
When do we NOT start an investigation? Emerald reserves the right not to process a report through this procedure in the following cases:
We aim to provide a substantive response or status update within 10 working days if contact details are known. If more time is needed, we will inform the reporter and indicate when a next step or response can be expected.
Based on the investigation, a solution is identified. This may involve a practical solution for the reporter, adjustments to internal processes, additional training, consultation with suppliers, or other improvement actions.
Complaints are periodically evaluated within the sustainability project group and discussed with the responsible teams and the board of directors. Recurring or substantial complaints are used to implement structural improvements and are included in the annual complaints summary for the board of directors.
Emerald Eternal Green BV - 2026 | General conditions (pdf)