Our customer contact centres

Smiths News places strong emphasis on customer service.

Not only do we offer expertise in the newspaper and magazine market, we also have a commitment to providing the very best service, for customers and publishers of every size.

Our four regional customer service centres handle more than 60,000 calls a week. And whether the inquiry comes from a major supermarket chain or an independent retailer, we deal with it professionally, promptly and courteously. It’s part of our commitment to partnership working, helping to consolidate our relationships with every part of the supply chain.

 

Handling complaints

Our priority is to get the right products to the right place at the right time, and we strive to do this every day of the year, for every issue and every retailer.

To ensure that we operate to the highest possible standards, we are members of the Press Distribution Forum, which is our industry's self-regulatory body. We also helped develop the Press Distribution Charter, which sets out our industry's service standards for retail customers.

Given the complexity and time sensitivity of our operation, it is inevitable that problems will occur from time to time. Most issues are quickly resolved, but if more serious or persistent problems are reported, the charter is supported by a complaints process and independent review panel.

Downloads

  • Press distribution charter

    Click here to view the press distribution charter (PDC)

    PDF

  • PDC complaints resolution process

    Click here to view the PDC complaints resolution process

    PDF

  • Customer complaint form

    Click here to download our customer complaint form

    PDF


Click here to contact our customer service centres

Customer feedback