Making a complaint

If you are not satisfied with something Greenberry did or made, we want to hear about it. You can file a complaint as a client, as a user of a website or app we designed, as a supplier, as a neighbour, as a job applicant or in any other capacity. Employees can use this route too, alongside the internal route through our confidential advisers.

What you can complain about

• How Greenberry, or someone working for us, behaves.
• The quality, accessibility or safety of something we made.
• Harm to people or the environment caused by our work.
• Conduct that does not match our human rights commitment, our Code of Ethics or our commitments as a B Corp.
• Greenberry communications you consider misleading.

A question about an invoice or contract is usually resolved fastest with your contact person. Requests about your personal data are handled under our privacy statement. If in doubt, just file the complaint. We will make sure it reaches the right person.

How to file a complaint

• By email to klachten@greenberry.nl.
• By phone on +31 30 2737424. Ask for the complaints officer.
• By post to Greenberry, attn. the complaints officer, Maliebaan 50, Utrecht, the Netherlands.

What happens next

1. Within five working days, you receive confirmation that we have received your complaint.
2. Within ten working days, we let you know whether we will handle the complaint. If we will not, we explain why.
3. Someone who was not involved in the matter investigates the complaint. We hear you and the employees involved.
4. Within six weeks of receipt, you receive a written response with the outcome and what we will do. If that is not possible, we tell you why and when you will receive the response.
5. If you disagree with the outcome, another member of the management team reviews your complaint within four weeks.

When we do not handle a complaint

We do not handle a complaint if the complaint is not about Greenberry or our work, if we have already handled the same complaint and there are no new facts, if a court or disputes committee is already dealing with the matter, or if there is too little information and we cannot reach you. If the complaint concerns something that happened more than a year ago, we only handle it if there is a good reason for the delay. In every case, you will hear why within ten working days.

A complaint about the management team or the complaints officer

If your complaint is about the complaints officer, a member of the management team handles it. If your complaint is about a member of the management team, another member handles it together with an external confidential adviser. You can also send such a complaint directly to our external confidential adviser, Stefan Schmidt, at stefan@spiffcollective.nl.

You are protected

Filing a complaint must not lead to any negative consequences for you, including if you work at Greenberry or for us as a supplier. We share your identity only with the person investigating the complaint. If you do experience negative consequences after your complaint, report this through the same route. We treat it as a new complaint, investigated by the management team. An employee who disadvantages a complainant faces disciplinary action. Three months after a complaint is closed, the complaints officer asks complainants who work at or for Greenberry whether they have experienced any disadvantage since. We use your personal data only to handle the complaint and keep it for up to two years after it is closed.

What we learn from complaints

We record every complaint. Once a year the board reviews the complaints we received and what we changed as a result.

Adopted by the board of Greenberry B.V. on 23 October 2026.