SERVICES

CHAIRMAN’S MESSAGE

"I would like to pass on my personal thanks to past Chair Frank Straetmans and hope to build on his achievements through 2019. Under my Chairmanship the board will be introducing a fresh, more open platform to give clearer public awareness of retailer complaints and the management of them”.

PDF Chairman

CONTACT US

Tel: 0843 289 3967

Write:

Press Distribution Forum Ltd

53 Stone Street

Tunbridge Wells

Kent

TN1 2QU

Email:enquiries@pressdistributionforum.com

GUIDANCE FOR RETAILERS

Purpose

The purpose of the Press Distribution Forum (PDF) is to provide a self regulated forum for associations and companies involved in the supply and distribution of newspapers and magazines and to ensure the continuation of a diverse and plural press with its widespread availability to retailers and consumers.

Full membership of the PDF is open to bona fide trade associations and such companies as are nominated by relevant trade associations, involved in the newspaper and magazine supply chain.

Current members are the Association of Newspaper and Magazine Wholesalers (ANMW), the News Media Association (NMA), the Professional Publishers Association (PPA), and Smiths News Ltd and Menzies Distribution Ltd as ANMW company nominations.

Press Distribution Charter Process

Common complaints

Low or wrong quantity

Under supplied

Not received credits

Waiting for replies

Putting things right

The Service pledge is designed to resolve serious or persistent breaches by your wholesaler, publisher or distributor, of one or more of the clauses contained in it.

It’s not for those occasional service blips where a simple question to your wholesaler’s Customer Service department may easily resolve the matter.

If you believe you’ve suffered a breach, identify the clause in the PDC that’s been breached. Contact your wholesaler and raise this issue with them. Your wholesaler will be able to advise whether your issue can be dealt with by them, or passed on to a publisher or distributor.

The wholesaler, publisher, or distributor has 48 hours to respond to you, once they have received your complaint. If there is no response, or if you do not accept the response, you may then formally complain.

Two Step Complaints Process

Tries to solve your problem locally? Before you make a formal complaint, contact your distributor to see if they can help.

The process is not designed to deal with small issues, but to cater for serious or persistent problems.

Step 1 - Make a complaint

Contact the company you believe is responsible for the service failure.

Complete a complaint form here, or alternatively, download a complaint form.

Complete the form and submit or send a copy.

Your Wholesaler is obliged to formally investigate your complaint and reply to you within 28 days.

Step 2 - Request Arbitration

If the matter is not resolved after 28 days, or you are dissatisfied with the outcome...

Contact the PDF Administrator who can support you further, including passing your complaint to an independent arbitrator for a final adjudication.

The independent arbitrator will announce a decision after 14 days.