Grievance Procedure
Vove International ApS · CVR 41372257
We take concerns about our products, our conduct, and our supply chain seriously. If you believe that Vove — or any of our suppliers acting on our behalf — has caused harm, broken a commitment, or fallen short of the standards we've set for ourselves, we want to hear about it and put it right.
This page explains how to raise a grievance and what happens next. The full Grievance Procedure adopted by our Direktion is available on request at hello@vove.co.
Who can raise a grievance?
Anyone — customers, suppliers and their workers, the communities around us or our suppliers, investors, and anyone acting on behalf of the natural environment.
How to raise a grievance
You can submit a grievance in any of the following ways:
- Email: hello@vove.co — please begin the subject line with "Grievance".
- Post: Vove International ApS, Sankt Peders Stræde 45, 3rd floor, 1453 København K, Denmark — please mark the envelope "Grievance — Confidential".
Anonymous submissions are welcome. If you don't share contact details we may not be able to follow up with you directly, but we will still investigate.
What we'll do
| Step | What happens | When |
|---|---|---|
| 1 | We acknowledge that we've received your grievance | Within 5 business days of submission |
| 2 | We investigate, fairly and confidentially | Within 30 calendar days |
| 3 | We tell you the outcome and any remedy or action we'll take | Within 45 calendar days of submission |
| 4 | If you're not satisfied, you can ask us to review the decision | You have 15 calendar days to request review; our response within 30 days |
If we need more time at any step, we'll tell you the new timeline and the reason for it before the original deadline runs out.
What grievances we'll accept
Concerns about any of the following:
- The conduct of Vove International ApS or anyone acting on its behalf
- Our products, services, or marketing
- Working conditions, environmental practices, or ethics in our supply chain
- An alleged breach of any policy we've adopted — including our Mission, Vision and Values, our Stakeholder Map & Engagement Policy, or our Supplier Code of Conduct
- Adverse impact on any community, individual, or the natural environment that we have caused or contributed to
If we decide your submission isn't a grievance we can investigate under this procedure — for example because it's outside our control or duplicates a matter we've already resolved — we will explain why in writing.
No retaliation
We will not retaliate against anyone who raises a concern in good faith, and we will not allow our suppliers to do so either. Termination of business, withholding of orders or payments, public disparagement, threats, or any other adverse action linked to a grievance is strictly prohibited. Any evidence of retaliation will itself be investigated as a grievance.
Confidentiality
Grievances and the identities of grievants are confidential. Information is shared only with the people who need it to investigate and resolve the matter. Where external communication is needed we will, where possible, agree it with you first.
If you remain dissatisfied
You always have the right to escalate externally. Without limiting any other lawful route, the following bodies may be relevant:
- B Lab — for matters about our B Corp certification standards. See bcorporation.net.
- Forbrugerombudsmanden (Danish Consumer Ombudsman) — for consumer-facing matters in Denmark.
- Other Danish or EU regulators — for example the Danish Working Environment Authority (Arbejdstilsynet), Datatilsynet (data protection), or Erhvervsstyrelsen (corporate matters).
This procedure is reviewed by our Direktion at least once a year, and whenever there is a material change in how we operate. It was formally approved by the Direktion of Vove International ApS.
