Client, project developer, supplier, neighbour of a project, employee or member of the public: if you believe that Stock CO₂ or one of the projects we support has caused harm, failed to honour a commitment or acted contrary to what we state, you can write to us.
How to reach us
By email at reclamations@stock-co2.com, or through the contact form, choosing "Complaint". If possible, tell us the project or contract concerned, the facts, and what you expect from us. You may ask that your identity not be shared beyond the person handling your complaint.
What we review
Any complaint about Stock CO₂'s activity or a project we support: our contracts and invoices, the reality or monitoring of a project, our communications, the conduct of our team, the impact of a project on people or the environment. Simple requests for information are handled as contact requests.
How we handle it
- Acknowledgement within 5 working days, naming the person in charge of your complaint.
- Review: we gather the facts, from the project developer or anyone concerned if needed. If your complaint falls outside the scope above, we explain why.
- Reasoned answer within 30 working days, with the proposed solution. If the review takes longer, we let you know and keep you informed of its progress.
- Closure: we confirm the measures taken. If you are not satisfied, you can ask for the answer to be reviewed by another executive of Stock CO₂.
No retaliation
No one will suffer any adverse consequence for raising a complaint in good faith: not an employee, a client, a project developer or a supplier. Complaints are handled confidentially, and only those who need to review them have access.
Follow-up
Every complaint is recorded in a register. Each year, we review them (number, topics, response times, outcomes) with Stock CO₂'s oversight committee.