Our complaints process
If you have credible knowledge of misconduct or misrepresentation by B Lab™ or a Certified B Corporation™, find out more about our complaints process and how you can file a complaint here.
B Lab’s approach to complaints
Our complaints process helps us maintain the integrity of B Corp Certification, the B Lab Standards, and our assurance procedures. We prioritize responses to stakeholder inquiries and complaints, which help us identify and take action on misconduct or misrepresentation by Certified B Corps, and allow us to collect feedback on the B Lab Standards.
What we review
B Corp Certification: Complaints about certification and the certification scheme.
Certified B Corps: Alleged breaches of the B Lab Standards, including:
Breaches of practices within our Impact Topics, which will be directed to our third-party assurance providers.
Legal breaches of our Foundation Requirements, the B Lab Code of Conduct, or the Policy for Association.
B Lab Standards and governance: Concerns regarding the integrity, content, or standard-setting processes of our standards.
B Lab intellectual property (IP): Misuse of the B Corp Certification claims, logo, or trademark by certified or non-certified entities.
B Lab operations: Allegations of misconduct by B Lab, company-facing policies, or agreements.
What we typically cannot review
Private disputes: Personal or commercial disputes not explicitly connected to B Corp Certification, standards, or policies.
Customer service issues: Day-to-day business issues like order refunds, subscription issues, or shipping delays from a company.
Legal matters: Matters pending legal, judicial, or administrative action, or accusations of illegal acts without a formal legal resolution. B Lab typically relies on official judicial judgments and does not conduct independent reviews when legal action is ongoing.
Timing issues: Matters that occurred outside the validity period of a company’s B Corp Certification (e.g., before they were certified).
Trivial matters: Matters that are trivial or intended to gain competitive advantage.
Appeals: Eligibility or certification decisions (handled separately under the Appeals Policy and Handling Procedure).
Variances: Requests to interpret or vary standards (handled via the CE2.99 Variance Process).
In some cases, there may be other ways that complaints can be resolved, such as communicating directly, engaging a third-party arbiter, or working with regulatory or legal agencies.
How to make a complaint
If you have a complaint that you believe falls into the category of what we will review, and you have evidence to support your allegation, please complete our complaints form. You will need to include your name and contact information, specific details of your complaint, and any additional context, including supporting evidence.
How to make a complaint
If you have a complaint that you believe falls into the category of what we will review, and you have evidence to support your allegation, please complete our complaints form. You will need to include your name and contact information, specific details of your complaint, and any additional context, including supporting evidence.
What happens next?
If the complaint falls within the scope of what we will review, it will enter the next phase to establish the relevant facts and assess allegations. B Lab will notify the complainant within 15 working days of receiving the complaint to confirm whether it is admissible or has been dismissed. We will also outline the next steps in the complaint process, which may or may not include a formal investigation. B Lab cannot comment on the details of complaints while they are in process.
Outcomes and resolutions
What will happen if a complaint is upheld?
If a complaint is upheld, one or more of the following actions may be recommended depending on the nature of the complaint, and severity of findings:
A B Corp may be required to undertake additional audits or reviews to investigate the issue, or determine a corrective action plan.
A review of a particular standards topic or the standards-setting process by B Lab
Suspension or withdrawal of the license by B Lab or B Corp Certification by the assurance provider.
Disassociation from B Lab where continued certification is incompatible with B Lab’s mission and standards.
Suspension or termination of contract of a B Lab worker.
Suspension or termination of contract of an assurance provider.
B Lab maintains a record of all issues (to the extent legally allowed) for ongoing monitoring. Any complaint may be reopened for further action should new information arise that warrants it.
Have more questions?
For more information about our complaints policy, view our frequently asked questions here.