Customer Complaint Process for GOTS Certified Organic Cotton Products

We are committed to providing high-quality GOTS-certified organic cotton products and ensuring our operations meet the highest environmental and social responsibility standards. If something goes wrong, we want to hear from you. Your feedback helps us continuously improve our products, services, and supply-chain integrity.

This page outlines how you can raise a complaint and how we will handle it.

1. How to Make a Complaint

You can submit a complaint to us in any of the following ways:

Email: hello@cottonbagco.co.uk
Phone: 01373 825 837
In writing: PaperBagCo, Unit 6 Woodlands Industrial Estate, Eden Vale Road, Westbury, Wiltshire, BA13 3QS.

Complaints may relate to:

Product quality
Order fulfilment or delivery
Customer service
Claims regarding organic status or misuse of the GOTS label
Social or environmental concerns regarding our supply chain

We welcome complaints from customers, partners, workers, communities, and any other stakeholders.

2. What Happens After You Submit a Complaint

Step 1 — Acknowledgement (within 3 working days)

We will confirm in writing (email) that we have received your complaint. Our acknowledgement will include:

A summary of the issue raised
The name and contact details of the Responsible Officer handling your case
Information about expected response timeframes

Step 2 — Assessment

Your complaint will be reviewed to determine the level of investigation required. This may include:

A simple clarification
A detailed formal investigation
Supply-chain due-diligence checks, if your concern relates to GOTS compliance, product integrity, or ethical standards

If there is any risk of conflict of interest, another team member will be assigned.

Step 3 — Investigation & Resolution (normally within 10–20 working days)

Depending on the nature of the complaint, we may:

Review relevant documents, photos, or order details
Speak with staff involved
Contact our manufacturing partners
Review certification records or traceability documents
Check compliance with GOTS requirements

We will work to resolve the issue as quickly and fairly as possible. Outcomes may include:

Explanation or clarification
Replacement, refund, or corrective action
Formal apology
Product or process improvements
Training or internal corrective actions
Supply-chain investigation findings or follow-up actions (if applicable)

If the investigation requires more time, we will update you with an expected timeline.

3. Communication of the Outcome

You will receive a written/email response explaining:

What we found during the investigation
Any actions taken or planned
Any supply-chain or GOTS-related steps we are required to implement
Your right to request an internal review if you are not satisfied

4. If You Are Not Satisfied

If you believe your complaint has not been resolved fairly, you may request a review by a senior manager.
Requests for review will be acknowledged within 3 working days and completed within 10 working days where possible.

If your concern relates to misuse of the GOTS label, organic integrity, or potential violations of the GOTS standard, you may also contact theGOTS Complaint System directly via the official GOTS website.

5. Our Commitment to Transparency & Improvement

As part of our GOTS due-diligence obligations, we regularly analyse complaint data to:

Identify trends
Improve product quality and customer experience
Strengthen our supply-chain oversight
Ensure continuous compliance with GOTS social and environmental criteria

We review our complaint procedure annually or when significant changes occur.

6. Confidentiality & Fair Handling

All complaints are treated confidentially and handled impartially. Information is shared only with those who need to know for the purpose of investigation and resolution.

If you would like to submit a complaint or ask a question about this process, please contact us at hello@cottonbagco.co.uk

We appreciate your feedback and your trust in our GOTS-certified products.