Grievance procedure

1. Purpose and access

MYMARINI provides a publicly accessible grievance channel for any person or organisation affected by, or reasonably connected to, our activities. This includes employees, applicants, customers, business partners, suppliers, workers in the value chain, local communities and civil-society organisations.

Grievances may be submitted in German or English, with a name or anonymously. The procedure is free of charge. A person raising a grievance does not need to prove the matter at the time of submission.

2. What matters are accepted?

A matter is accepted as a grievance when it has a reasonable connection to MYMARINI, our products, employees, business partners, suppliers, production sites or value chain and concerns, in particular:

• human rights, working conditions, health or safety
• discrimination, harassment, disrespectful conduct or abuse of power
• environmental or community impacts
• unethical conduct, corruption, conflicts of interest or breaches of MYMARINI policies
• material stakeholder impacts of product, sourcing, sales or communication practices
• disadvantage or retaliation connected with a grievance

Ordinary service questions about orders, deliveries, returns or product use are referred to Customer Care. A matter may be declined as a formal grievance if it has no reasonable connection to MYMARINI, lacks the minimum information needed for review despite reasonable follow-up, repeats a closed matter without relevant new information, or is clearly abusive or spam. Anonymous submission, criticism or lack of proof are not in themselves grounds for rejection. Where a return channel is available, we explain why a matter was not accepted and, where possible, suggest a more suitable route.

3. How to raise a grievance

• Online form: grievance form. Name and contact details are optional; anonymous submission is possible.
• Email: grievance@mymarini.com ⟦OFFEN: confirm before publication⟧. Email is not anonymous but is handled confidentially.
• Existing MYMARINI contact: Any MYMARINI contact will receive a concern and forward it securely to the Grievance Officer or active deputy no later than the next business day.

Without a return channel, we cannot ask follow-up questions or provide individual status and closure messages. Statutory rights and external complaint or legal routes remain unaffected.

4. Process and target timelines

• Intake: We record the grievance under a case number and immediately assess whether protection is needed because of an urgent risk or possible retaliation.
• Acknowledgment and acceptance: Where a return channel exists, we acknowledge receipt within three business days. Within seven business days, we explain whether the grievance is accepted, more information is needed, or the matter is referred to a more suitable route with reasons.
• Review: An impartial person reviews the facts. Relevant people are appropriately involved. If handling takes longer, we update the complainant on material steps and timing at least every 15 business days.
• Resolution: We aim to facilitate an appropriate resolution within 45 calendar days after acceptance. For complex cases, we explain the delay and provide an updated timeline.
• Closure: Where a return channel exists, we communicate the outcome and key measures to the extent permitted and confirm closure. Closure and evidence of resolution are recorded in the restricted register.

Timelines are targets. Protection, fairness and a careful review take priority over speed.

5. How resolution is facilitated

The response depends on the nature and severity of the case. It may include correcting an error, an apology, restoration or other remedy, voluntary dialogue, training, process changes, and employment, contractual or supplier measures where appropriate and lawful. Direct contact or mediation is voluntary and is not required where there are safety concerns or power imbalances.

6. Protection from retaliation and confidentiality

MYMARINI does not tolerate disadvantage or retaliation against anyone who raises a grievance in good faith, provides information, participates in a review or supports another person. This protection also applies where a concern is not substantiated.

Case information is shared only with people who need it to handle the matter or protect affected persons. Anyone with a conflict of interest does not manage the case. Reports of retaliation are reviewed as a priority and appropriate protection or remedy is documented. Absolute confidentiality cannot be guaranteed where limited disclosure is necessary for a fair review, to protect people or to meet a legal obligation.

7. Data protection, accountability and records

We process only data needed to receive, review, resolve and evidence a grievance. The central register does not contain detailed personal case information; such information is stored only for an actual case in a separate restricted case file. Further details are provided in the linked grievance privacy information.

Nike Greulich is responsible for the procedure. The active deputy ⟦OFFEN: Lene/Lena⟧ Meyer takes over during absence or a conflict of interest. MYMARINI records the status, subject and closure of each grievance and prepares an anonymised annual summary. If no grievances were received, the zero-case result and a short test of channels, roles and access rights are documented.