"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”.
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Stage 1 -
In the first instance the parties (retailers & wholesalers) shall attempt to resolve any disputes relating to the Industry Charter through informal local discussion.
If the complaint is not satisfactorily resolved by discussion within 48 hours, the retailer may make a formal Stage 2 -
Stage 2 -
To make a formal fast track complaint, retailers should contact the company who they believe is responsible for the serious or persistent service failure. In the case of complaints about newspapers, wholesalers will provide retailers with contact details for the individual publisher they wish to complain about and for magazines details will be provided for the Professional Publishers Association who will then contact the relevant publisher, on behalf of the retailer.
Stage 2 should normally be completed within 14 days but no longer than a maximum of 28 days.
The company responsible will acknowledge the complaint and provide the retailer with details of their complaint handling procedures.
If, having gone through the company’s complaints procedure and the retailer is still not satisfied, the company will provide the retailer with contact details for the industry Independent Arbitrator together with details of the independent arbitration process and its terms and conditions.
Stage 3 -
If the complaint has not been directly resolved by following stage 1 and stage 2, the retailer can then choose to refer the complaint to independent arbitration by written request to the Chairman of the Press Distribution Review Panel (PDRP) within 7 working days of the end of the wholesaler or publisher Fast Track Resolution process (Stage 2). The Chairman will make the arrangements for the arbitration to be heard. The Arbitrator’s decision and recommendations shall be final and will be concluded within 14 days of receipt or all the information relating to the complaint.
The Arbitrator shall base his determinations on what is fair and reasonable having regard to good industry practice, relevant industry agreements and the law.
The Arbitrations will be reviewed by the Press Distribution Review Panel and published on this website.
Nothing in the process shall prohibit a party from applying to a court for relief.
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.