Our charter

Our Promise

We at Comply Direct believe that we will only continue to be successful if we treat every member with the utmost respect and if we focus on exceeding their individual needs and expectations. Members are of great importance and we will adopt an ethical approach with not only each and every member but also when dealing with other companies and institutions. As a valued member you can be assured that we will act in your interest at all times. To this end we pledge the following:

Technical Knowledge

As a company with considerable experience in producer responsibility legislation we will take the time to make sure that you, our member, is aware of your obligations under various environmental legislation and that we keep you up to date with any forthcoming related environmental legislation.

Competitive Prices

We promise to focus on keeping our overheads to a minimum and to bring a commercial approach to meeting your obligations that result in ongoing competitive compliance costs year after year. We will continue to benchmark our fees with our competition and we will continue to aim towards being the lowest cost UK compliance scheme whilst remaining secure, dependable and able to offer outstanding support to members.

Hassle Free Approach

We will ensure that all member interaction with Comply Direct is as smooth, efficient and as hassle free as possible. This means our online systems will be second to none in our sector. We will make sure that we translate often complex legislation into simple to understand knowledge bank documents.

Support and Guidance

We aim to provide all members with high levels of support and guidance at every stage of their dealings with Comply Direct. Such support will include numerous knowledge bank documents, dedicated account management documents, live website chat facilities, e-bulletins, webinars, and seminars and so on.

Member Retention

For us, our relationship with our members is everything. We will do everything we can to retain our members and seek long term relationships with all members so that we can add more and more value the more we understand our member needs.

Flexibility and Innovative Approach

We will continue to listen to the feedback from our members and adapt our services in order to meet member ongoing requirements. This includes seeking to offer additional innovative and member value added services.

Important feedback

At Comply Direct we do everything we can to make sure our members get the best possible service. However, sometimes, we might not get things right first time. Tell us, and we'll do our very best to put it right. Please send your feedback directly to Jessica Aldersley, Head of Compliance and Operations at jessica@complydirect.com

Complaints procedure

We aim to solve your concern right away. However, if we have not been able to resolve your complaint then we will write to inform you who is handling the complaint and when we will contact you again to provide a further update. We adhere to the ISO9001 Quality Standard and we will also subsequently advise you of any follow up correction actions that have been implemented. We will then monitor future service performance to ensure you are fully satisfied.