Complaints procedure

How to make a complaint about the way PackUK operates and the services we provide.

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We hope that most people will be satisfied with the customer service we provide and the decisions that we make but we recognise that some people may not be.

PackUK has a formal and transparent process in place to deal with complaints.

Things to consider before making a complaint

The complaints process does not relate to internal complaint processes for staff or objections about the organisation’s policies.

Before making a complaint, you should consider whether it relates to PackUK or should be directed to Defra, the appropriate regulator for your region or one of the four nations of the UK in the first instance.

How to complain

If you have a complaint about the way we operate or the services we provide, let us know as soon as possible by completing our contact form.

If you cannot complete the complaints form online, please contact:

General enquiries – 0300 060 0002

Stage 1 (initial stage)

You should address your complaint to the PackUK complaints team. The PackUK complaints team is responsible for investigating complaints about standards of service.

The team may take up to 5 working days to accept a complaint. If your complaint has been accepted, you will receive a response within 20 working days.

Independent adjudication

If you are still not satisfied with PackUK’s decision, you can either appeal against a decision issued by PackUK or, if the complaint relates to a failure of service rather than disputing a decision, you can ask any Member of Parliament to refer your complaint to the Parliamentary and Health Service Ombudsman:

PHSO
Millbank Tower
Milbank
London
SW1P 4QP

While we always aim to answer your complaint to the best of our ability, we cannot respond to repeated requests for the same information.