General introduction
Le Nouveau Chef is committed to conducting business with integrity, fairness, and respect for all stakeholders. We welcome feedback and take all grievances seriously. This External Grievance Procedure provides any external stakeholder, including customers, suppliers, business partners, community members, or any other party, with a clear, safe, and accessible way to raise a concern and seek resolution.
This procedure is publicly available on our website and complies with our B Corp commitments to stakeholder accountability and transparency.
Who can use this procedure
This procedure is open to all external stakeholders, including:
- Customers and end users of Le Nouveau Chef products
- Suppliers and business partners
- Community members or third parties affected by our operations
- Any other external party with a concern related to Le Nouveau Chef
Grounds for raising a grievance
A grievance may be submitted on the following grounds:
- Concerns about product quality, safety, or misleading information
- Unfair or unethical treatment in a business relationship
- Environmental or social concerns related to Le Nouveau Chef's operations or supply chain
- Concerns about violations of our Code of Ethics or B Corp principles
- Any other matter where a stakeholder believes Le Nouveau Chef has acted contrary to its stated values or obligations
Note: Concerns about serious misconduct, fraud, or violations of law that affect the public interest can also be submitted via our Whistleblowing Procedure, not this procedure.
How to submit a grievance
Grievances can be submitted in the following ways:
Online form
Submit your grievance through our online form.
Post
Le Nouveau Chef B.V.
de Droogmakerij 29H
1851 LX Heiloo
The Netherlands
Anonymous submissions
Accepted via the online form and post. Please note that anonymous submissions may limit our ability to follow up.
When submitting, please include as much relevant information as possible: what happened, when, who was involved, and any supporting documentation.
Grievance process & deadlines
All grievances are handled with care, confidentiality, and impartiality. The process is as follows:
| Step | Action | Description & Deadline |
|---|---|---|
| 1 | Submission Anytime |
The stakeholder submits a grievance via the online form or post with as much relevant detail as possible. |
| 2 | Acknowledgement Within 3 working days |
Le Nouveau Chef sends a written acknowledgement of receipt, confirming the grievance has been received and outlining next steps. |
| 3 | Assessment Within 5 working days |
The grievance is assessed to determine whether it falls within scope. The submitter is informed whether the grievance is accepted or, if not accepted, given a written explanation why. |
| 4 | Investigation & Resolution Within 20 working days |
For accepted grievances, a thorough and impartial review is conducted. Relevant parties are consulted, and evidence is gathered. A resolution is determined. |
| 5 | Outcome Communication Within 5 working days of conclusion |
The outcome and any resolution steps are communicated to the submitter in writing. Le Nouveau Chef confirms when the grievance has been resolved. |
Confidentiality & protection against retaliation
All grievances are handled with strict confidentiality. Information shared during the process will only be used for the purposes of resolving the grievance and will not be disclosed to third parties without consent, unless required by law.
Le Nouveau Chef does not tolerate any form of retaliation against anyone who raises a grievance in good faith. For our suppliers and their workers, this means a grievance will never be a reason to reduce or cancel orders, end a business relationship, or take any adverse action against those involved.
Concerns about retaliation can be reported through the same channels as any other grievance: via the online grievance form, with your contact details or anonymously, or by post to Le Nouveau Chef B.V., De Droogmakerij 29H, 1851 LX Heiloo, The Netherlands.
If your grievance is not resolved
Le Nouveau Chef aims to resolve grievances fairly and effectively. If you are not satisfied with the outcome, you may raise your concern with an independent external body. Depending on the nature of the concern, this may include:
- The Managing Director of Le Nouveau Chef
- Relevant external bodies, such as the Dutch Authority for Consumers and Markets (ACM), the Dutch Labour Authority, or other applicable regulatory bodies
- B Lab, as part of B Corp certification accountability processes