VersionDate publishedComments
1.02018-05-25 

What is a complaint

Sometimes, not everything goes to plan. A complaint is defined as a dissatisfaction at the service or product supplied by APL Packaging Ltd to yourself.

We take serious measures to provide reliable and efficient services and products to you, so when we fall short of our high standards, we take this just as seriously.

Making a complaint

Customer services

In the first instance, please contact a member of our customer services team. Our team is well trained and equipped to handle the majority of issues that may arise and should always be your initial point of contact..

Customer services can be contacted on:

We aim to respond to complaints made to customer services within 2 working days. If we are unable to resolve your complaint within that time frame, then we will still contact you within 2 working days and let you know an expected time that your complaint will be resolved or with further information.

Department Manager

If the customer services team is unable to satisfy your complaint, then you can ask for your complaint to be escalated to the department manager that covers the area of your complaint.

If you ask for this, the department manager may not be able to communicate to you via your preferred method. For example, the manager may not have a phone facility and can only communicate via email or post.

Please ask a member of customer services if you wish to escalate your complaint. They will inform you if the manager is unable to communicate via your preferred method.

Please note, your complaint may be referred back to customer services if you have not given us the opportunity to resolve your complaint at that level.

We aim to respond to complaints made to a department manager within 10 working days. If we are unable to resolve your complaint within that time frame, then we will still contact you within 10 working days and let you know an expected time that your complaint will be resolved or with further information.

Managing Director

If a department manager is still unable to resolve your complaint, you may ask for your complaint to be escalated to a managing director.

A managing director is only contactable via post and your complaint will not be considered if you try and contact via another method.

Please note, your complaint will be referred back to customer services or a department manager if you have not given us the opportunity to resolve your complaint at that level.

We aim to respond to complaints made to the managing director within 20 working days. If we are unable to resolve your complaint within that time frame, then we will still contact you within 20 working days and let you know an expected time that your complaint will be resolved or with further information.

What happens next

We will acknowledge where things could have been done better, and tell you what will be done to avoid the same thing happening again. Equally, if we do not uphold your complaint, we will let you know why.

Our response to you will include details of what to do if you believe your complaint has not been dealt with properly. You should start by contacting us again and asking for your complaint to be passed on to a more senior member of staff as outlined above.

If your complaint is not upheld

If your complaint is not upheld, you may wish to contact the following organisation for further advice: