Raise a concern
Tell us when we get it wrong
Anyone can raise a concern with us, by name or anonymously, and we will answer. This page explains exactly what happens after you write to us.
Who this is for
Everyone. You do not need to be a customer, and you do not need to work for us.
- Customers and anyone who uses our products
- People who work for Femieko, whether employed or working with us as collaborators
- People who work for our suppliers and manufacturers
- Partners, distributors, retailers, schools and organisations we work with
- Members of the communities where our products are made or sold
- Anyone who has read something we published and believes it is wrong
What you can raise
If you are not sure whether something belongs here, send it anyway. Deciding is our job, not yours.
Product and safety
A reaction, a defect, a labelling error, or anything about a product that worries you.
Working conditions
Pay, hours, safety or treatment, whether in our own team or at a supplier who makes our products.
Human rights
Forced labour, child labour, discrimination or harassment anywhere in our supply chain.
Environment
Waste, chemicals, packaging or anything about our environmental practice.
Ethics and conduct
Bribery, conflicts of interest, or behaviour by anyone acting on our behalf.
What we say publicly
A claim on our site, our packaging or in our marketing that you believe we cannot support.
How to raise it
By email
Write to hello@femieko.com with the word Concern in the subject line. Tell us what happened, when, and what you would like us to do. Attach anything that helps.
By post
FemiEko Group SRL, Str. Delea Veche 24, Bl. C, Sc. 1, Et. 6, Ap. 24-6B, Sector 2, Bucharest, Romania. Mark the envelope Confidential, Concern.
Anonymously
You do not have to tell us who you are. Send an email from an address that does not identify you, or write to us by post without a return address. We will not attempt to identify you. Understand that if we cannot contact you we also cannot ask follow-up questions or tell you the outcome directly, so where we can we publish what changed.
If your concern is about the Administrator
Our founder is also our administrator, so a complaint about her cannot sensibly be investigated by her. Say so in your message and it will be passed to an independent reviewer outside the company, whose decision we will follow.
What happens next
- We confirm we have it, within three working days. You get a short reply saying your concern arrived and who is handling it.
- We decide whether we can act, within ten working days. If it is not something we can address, we say so and explain why, and where we can we point you to someone who can.
- We look into it. How long this takes depends on what it is. If it involves a supplier or a laboratory it takes longer, and we will tell you that rather than go quiet.
- We reply in full, within thirty calendar days. What we found, what we are changing, and by when. If we need longer we will tell you before the thirty days are up and give you a new date.
- We record it. Every concern is logged with its date, category, outcome and any change made. We report the number and type of concerns received in our annual review.
You will not be penalised for speaking up
No one who raises a concern in good faith will face any disadvantage for it. Not dismissal, not a change in their terms, not exclusion, and for a supplier or partner, not a change in the commercial relationship.
This applies whether the concern turns out to be founded or not. What matters is that it was raised honestly. Retaliation against someone who has raised a concern is itself a serious breach and will be treated as one.
We handle what you send us confidentially and share it only with the people who need it to investigate. Personal data is processed in line with the General Data Protection Regulation and our privacy policy.
If you are not satisfied with our answer
You can ask us to look again, and a different person will review it. You can also go outside the company at any point, without asking us first. In Romania, protection for people who report breaches of law is set out in Law 361/2022, which implements EU Directive 2019/1937. Depending on the subject, the relevant national consumer protection, labour, environmental or data protection authority can also be approached directly.
Ordinary product complaints
If this is about a delivery, a refund or a faulty item, our terms and conditions and returns page will get you an answer faster. This page is for the things those pages do not cover.
