Klachtenbeleid

At Sprints & Sneakers, we believe everyone deserves to be heard — whether you work with us, work for us, or are connected to us in any other way. If you have a comment, concern, or complaint, please let us know. We take every report seriously and use your feedback to learn and improve.

Grounds for Accepting a Complaint

A complaint must meet a number of criteria. It must relate to:

• Business practices
• Ethics
• Conduct
• Safety
• Human rights
• Environmental aspects

In addition, the matter must directly or indirectly concern the company or its representatives. Anonymous complaints are accepted, but a response can only be provided if contact details are included.

Process Steps and Intended Timelines

Stakeholders who wish to submit a complaint may do so via the designated email address: hello@sprintsandsneakers.com

Upon receipt, complaints are handled according to the following process:

1. Acknowledgement of Receipt

Within 3 business days of receiving the complaint.

2. Initial Assessment

Within 7 business days, to determine validity and assign the complaint to the responsible team.

3. Investigation

Completed within 20 business days. Complex cases may take longer; in such cases, the stakeholder will be informed.

4. Resolution & Response

A final response will be provided within 30 business days of the initial submission. If the complaint is not accepted, the stakeholder will receive an explanation.

5. Escalation

If the stakeholder is unsatisfied, a review may be requested, which will be completed within 30 business days.

Promoting Resolution

There will be transparent communication regarding findings. If the complaint is accepted, corrective or remedial measures will be documented and implemented. All steps and outcomes are recorded, and the stakeholder will receive a written summary and confirmation of how the complaint was handled.

Protection Against Retaliation

Stakeholders who submit a complaint in good faith are protected against retaliation, harassment, or adverse consequences. Their feedback is used to strengthen our due diligence processes. Stakeholders are additionally protected under our Whistleblower Policy.

Contact

To submit a complaint or for more information, please contact us at: hello@sprintsandsneakers.com