Press Distribution Forum | Make a Complaint

Examples of serious complaints

Ts & Cs

Terms and conditions are not clear and do not meet the minimum standards of the Charter.

The Charter states:
‍“The standards of the Press Distribution Charter will be incorporated by each wholesaler into its Terms and Conditions of Business.”
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To see if you have a valid complaint the Charter can help you. Please consult section 1 - Delivery Quality to see where your complaint sits.

How do I identify my complaint?
‍If you believe you have a valid complaint, and it qualifies as serious and/or persistent then please identify the section in the charter that applies.

Example:
‍The wholesaler has failed to provide six weeks’ notice in writing in their communication of changes to the Terms and Conditions of Business to retail customers as they should in Section 1.2 of the Charter.
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What details should I include?

When was communication received? (if at all)

Details of errors made in communication

What evidence should I include?

Copies of terms communications received

Copies of relevant correspondence from the wholesaler

Deliveries

Newspapers or magazines arrive after your RDT/STD or don't arrive in a saleable condition.

The Charter states:
‍“Every retailer should receive on time delivery of newspapers and magazines, for the day of sale.”

To see if you have a valid complaint the Charter can help you. Please consult section 2 - Delivery Timeliness and section 3 - Delivery Quality to see where your complaint sits.

How do I identify my complaint?
If you believe you have a valid complaint, and it qualifies as serious and/or persistent then please identify the section in the charter that applies.

Example:
‍The wholesaler has failed to regularly deliver all titles and their appropriate sections, no later than my Retailer Delivery Time (RDT), (or Scheduled Delivery Time (SDT)), for the day of sale as they should in Section 2.1 of the Charter.

Footnote
(1) The Retail Delivery Time (RDT) is the time agreed by the wholesaler and retailer as the latest time by which it is operationally feasible for the retailer to receive his newspaper delivery.
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(2) A Schedule Delivery Time (SDT) is given to a retailer where an RDT could not be agreed. The SDT is the time by which the wholesaler can deliver to the retailer, based on current arrival times to the wholesale house.
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What details should I include?

What is your RDT or SDT?

What was the actual arrival time on each occasion?

Was there an unsaleable quantity & why?

If claiming restitution for unsold copies, a summary of the amount claimed, a copy of the Returns Note showing the titles/number of copies returned on the subject date and a copy of the last 3 previous Returns Notes for the equivalent day

What evidence should I include?

Some proof of the agreed RDT/SDT showing the required delivery time or scheduled delivery time

Proof of the arrival time on each occasion

Copies of relevant correspondence from the wholesaler

Documentation

The documentation about your delivery is not clear.

The Charter states:
“Every retailer should receive their delivery of newspapers and magazines, in a saleable condition, with clear delivery documentation.”

To see if you have a valid complaint the Charter can help you. Please consult section 3 - Delivery Quality to see where your complaint sits.

How do I identify my complaint?
If you believe you have a valid complaint, and it qualifies as serious and/or persistent then please identify the section in the charter that applies.

Example:
The wholesaler has failed to clearly identify on its documentation all supplements and inserts notified by the publisher, together with handling allowances, where appropriate as they should in Section 3.6 of the Charter.
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What details should I include?

How many occasions has this occurred?

Details of errors and frequency?

What evidence should I include?

Copies of delivery notes and other relevant documents identified

Copies of relevant correspondence from the wholesaler

Information

Wholesaler does not give you access to information to help you manage your supply.

The Charter states:
“All retailers will be provided with information and a range of options to help manage their supplies to increase sales and reduce inefficiencies.”

To see if you have a valid complaint the Charter can help you. Please consult section 4 – Order and Supply Management to see where your complaint sits.

How do I identify my complaint?
If you believe you have a valid complaint, and it qualifies as serious and/or persistent then please identify the section in the charter that applies.

Example:
The wholesaler has failed to fulfil retailers’ orders, and honour order amendments, where there is sufficient copy available to do so as they should in Section 4.1 of the Charter.
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What details should I include?

What was the quantity ordered?

What date did you place the order(s)?

What was the actual quantity supplied?

How many sales were missed?

What evidence should I include?

A copy of the relevant last 3 returns notes showing quantity unsold

Copies of relevant correspondence from the wholesaler

Credited unsolds

Unsold are not collected and credited promptly and accurately.

The Charter states:
“Unsold newspapers and magazines will be collected from retailers and credited promptly and accurately.”

To see if you have a valid complaint the Charter can help you. Please consult section 5 – Returns Management to see where your complaint sits.

How do I identify my complaint?
If you believe you have a valid complaint, and it qualifies as serious and/or persistent then please identify the section in the charter that applies.

Example:
The wholesaler has failed to process all returns collected from retailers for credit on the next available invoice, normally for the same week as collection. as they should in Section 5.9 of the Charter.
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What details should I include?

When have these infringements first been raised with the wholesaler?

What has been the response so far?

What credit has been given? (if any)

What date was credit given? (if any)

What evidence should I include?

Provide details showing, title, price, quantity returned, off-sale date, date returned

If partially credited provide value & date credit given

Include a copy of the relevant returns note(s)

Copies of relevant correspondence from the wholesaler

Vouchers

Vouchers are not received, processed and credited efficiently.

The Charter states:
“Publishers and wholesalers will provide an easily administered system for the redemption of vouchers, allowing for swift confirmation, crediting and resolution of any queries. Retailers should receive credit no more than 14 days after submitting voucher claims, minimising the impact on cash flow. All voucher credits and rejections will be clearly detailed on the invoice.”

To see if you have a valid complaint the Charter can help you. Please consult section 7 – Voucher Processing to see where your complaint sits.

How do I identify my complaint?
If you believe you have a valid complaint, and it qualifies as serious and/or persistent then please identify the section in the charter that applies.

Example:
The wholesaler has failed to credit my vouchers in full within 14 days of return as they should in Section 7.1 and 7.3 of the Charter.
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What details should I include?

What date were the vouchers returned?

What was the value claimed?

What credit has been given? (if any)

What date was credit given? (if any)

What evidence should I include?

Details of date returned (any proof of posting will help)

If partially credited provide value & date credit given

Details of any failure to credit vouchers on the next possible invoice/credit note

Copies of relevant correspondence from the wholesaler

Invoices

Invoice is not detailed and accurate clearly showing all your charges and credits.

The Charter states:
“Retailers can expect to receive a detailed invoice on a daily or weekly basis, showing supplies, credits and any additional charges. Wholesalers will have a clear process to record and swiftly answer queries. Claims and over/under charges will be clearly marked on the subsequent invoice.”

To see if you have a valid complaint the Charter can help you. Please consult section 6 – Invoicing to see where your complaint sits.

How do I identify my complaint?
If you believe you have a valid complaint, and it qualifies as serious and/or persistent then please identify the section in the charter that applies.

Example:
The wholesaler has consistently failed to resolve my invoice queries in a timely process and to have corrected by credit on the next practicable invoice within 14 days of notification by the retailer where such error is confirmed as they should in Section 6.4 and 6.6 of the Charter.
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What details should I include?

What date were the queries raised by the retailer?

What date was the error confirmed by the wholesaler?

What credit has been given to date? (if any)

What date was credit given to date? (if any)

What credit is outstanding?

What evidence should I include?

Details of dates and times of queries being raised

If partially credited provide value & date credit given

Details of any failure to credit errors on the next possible invoice/credit note

Copies of relevant correspondence from the wholesaler

Q & As

Wholesaler fails to answer questions about your invoice or the service you receive.

The Charter states:
“Maintaining a high level of customer service is important to all partners within the industry. PDF members commit to delivering such levels of service to their customers throughout the supply chain.”

To see if you have a valid complaint the Charter can help you. Please consult section 9 - Customer Service and Communication to see where your complaint sits.

How do I identify my complaint?
If you believe you have a valid complaint, and it qualifies as serious and/or persistent then please identify the section in the charter that applies.

Example:
The wholesaler has failed to respond to my Email correspondence to them and has not acknowledged receipt within a maximum of two working days of receipt as they should in Section 9.5 of the Charter.
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What details should I include?

You should provide details of any failure to comply with this standard including:

Dates of correspondence

Dates of response (if any)

What evidence should I include?

Copies of relevant correspondence

Sub-retailing

Wholesaler fails to give you support on sub-retailing.

The Charter states:
“Wholesalers will provide guidelines and support to retailers to enable them to sub- retail to and from other businesses.”

To see if you have a valid complaint the Charter can help you. Please consult section 8 – Sub retailing to see where your complaint sits.

How do I identify my complaint?
If you believe you have a valid complaint, and it qualifies as serious and/or persistent then please identify the section in the charter that applies.

Example:
The wholesaler has consistently failed to provide me with guidelines on sub retailing and details of existing processes and timescales as they should in Section 8.1 and 8.2 of the Charter.
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What details should I include?

How many occasions has the enquiry been submitted?

What date were the enquiries raised by the retailer?

What has been the response so far? (if any)

What evidence should I include?

Details of dates and times of enquiries being raised with copies

Copies of relevant correspondence from the wholesaler

Not quite ready?

If you need further advice about making a complaint, please contact us and we will be happy to advise you.

Help and contact

Make a complaint

Guidance for retailers

Common complaints

Putting things right

Two Step Complaints Process

Step 1 - Make a Formal Charter Complaint

Step 2 - Request Arbitration

Examples of serious complaints

Ts & Cs

Deliveries

Documentation

Information

Credited unsolds

Vouchers

Invoices

Q & As

Sub-retailing

Not quite ready?

Wholesaler complaint forms