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Our Policies & Standards

Our multiple certifications, accreditations and awards, ensure we
are focused on quality and can promise peace of mind
compliance 
and brand protection for our members

Quality guaranteed & peace of mind compliance

Give us a try and see  
 

Our multiple certifications, accreditations, policies and awards, which include ISO 9001, ISO 14001, ISO 22301, IIP Gold Standard with the Health & Wellbeing Award, and Customer Service Excellence Award, ensure we are focused on quality and can promise peace of mind compliance and brand protection for our members.


Corporate Social Responsibility

Comply Direct recognises the importance of operating in a socially responsible manner toward people, the community and the environment. Social Responsibility is embedded through our company values of Trust, Commitment and Respect. Click here to download our CSR Policy.


Our 2020 Corporate Social Responsibility Report

This report is designed to detail our journey through 2020 from a sustainability standpoint; accounting for our social, environmental and economic actions with a focus on our core values of Trust, Commitment and Respect. Click here to download our 2020 CSR Report

Carbon Offsetting

Comply Direct are committed to reducing our emissions in line with business growth. However, we acknowledge that currently, there are some residual emissions which are a consequence of our operations. We aim to reduce these in the future. In order to offset the residual emissions for 2020 we purchased 37 Tonnes of Verified Carbon Standard Offsets in April 2021. We chose to offset through Verified Carbon Standard (VCS) reduction projects and planted 19 trees in the UK and 18 trees in Kenya.

View our carbon offsetting certificate here

Read more about the carbon offsetting projects here

Comply Direct join Race to Zero

Comply Direct have joined the Race to Zero, a coalition committed to take rigorous and immediate action to halve global emissions by 2030 and deliver a healthier, fairer zero carbon world overtime.

To join the coalition, Comply Direct have met a sequence of criteria, bringing us to the ‘Startling Line’ of the race, followed by a demonstration of ‘Leadership Practices’. Within this criterion we defined procedural steps within our race to net zero and defined substantive areas where networks and initiatives must at least reach the current frontier of best practice and indicate how leaders can push beyond it.

Comply Direct have committed to achieving Net Zero by 2041 and are excited to introduce multiple internal projects to support in our carbon reduction plan. To read our full plan outlining how we intend to reach our Race to Zero target click here.

To read our full new story on joining the Race to Zero, click here.

Living Wage Employer

Comply Direct have become a living wage employer, joining thousands of businesses, across the UK, who believe their staff deserve a wage which meets every day needs.

As a Living Wage Employer, we ensure that all employees are paid at least the living wage and are committed to increasing salaries in line with official announcements. This attainment is a long-term investment into our employees, which encompasses our core company values, trust, commitment, and respect. 

Sedex Membership

We are a Sedex member and committed to being a responsible and sustainable business. Using Sedex tools and services helps our company improve our responsible business practices.

As a Sedex member, we are committed to being a responsible business, sourcing responsibly, and improving ethical standards and working conditions within the supply chain.

About Sedex
Sedex is one of the world’s leading ethical trade service providers, working to improve working conditions in global supply chains. Sedex provides practical tools, services and a community network to help companies improve their responsible and sustainable business practices and source responsibly.

Using Sedex enables companies to work together to better manage their social and environmental performance, and protect people working in the supply chain. Sedex has over 55,000 members in 180 countries, across 35 industry sectors, including food, agriculture, financial services, clothing and apparel, packaging and chemicals.

RSQS Registered Status

Comply Direct have met the requirements to become RSQS (Retail Suppliers Qualification System) registered, which is valued by some of the largest purchasers in the retail sector and indicates that our organisation has gone through the process required to demonstrate its commitment and credentials to the industry.

Our RSQS Registration Certificate can be accessed HERE

For more information about RSQS, please click HERE


Quality - ISO 9001

Comply Direct exists to deliver commercial and environmental benefits to all its partners and is committed to continuous improvement in all areas of our business, including our management systems, as per our company mission statement – ''Comply Direct delivers environmental and commercial benefits inspired by always finding a better way.'' It is our aim to be the partner of choice for all our customers' environmental services/projects/initiatives and we will achieve this by continuously meeting and exceeding customer expectations through the following;

  • Innovation
  • Technological excellence
  • A bespoke and personal service
  • A team of long-standing employees who carry a wealth of knowledge and experience
  • Effective supplier relationships

We maintain a Quality Management System which meets the requirements of ISO9001:2015 and this, along with our constant assessment of developments in our industry assists Comply Direct in achieving the highest standard of business practices and service offering across environmental compliance and consultancy throughout the UK. We take a thorough approach to all our services which delivers peace of mind to our customers that all applicable requirements are satisfied.

These standards extend beyond communications and building relationships with our members, out to the Comply Direct partner companies, AATFs, recycling facilities, reprocessors and exporters. We only work with very carefully selected suppliers through whom we are able to negotiate the lowest prices and offer the most cost-effective service while keeping the risk of non-compliance at an all-time low.

Comply Direct has established a number of quality objectives in line with our purpose, strategy and aims. These are reviewed, monitored, measured and reported on quarterly.

This policy is publicly available to all interested parties and has been communicated throughout the Company and to all
new Comply Direct suppliers.

Complaints procedure and feedback

We aim to solve all concerns immediately. In the unlikely event of a complaint or negative feedback, Comply Direct will write to you with details about who is handling the complaint/feedback and confirm when you are likely to receive further updates. 

We will advise you of any follow-up actions that have been implemented as a result of feedback and complaints. 

We monitor all services regularly to ensure complete customer satisfaction.

If you would like to submit feedback, please contact our HR and Operations Manager, Jessica Aldersley


Comply Direct Customer Service Policy

Comply Direct is committed to meeting the highest standards of customer service in all its dealings with customers across its full range of service provision. 

Customer satisfaction and retention is at the top of our agenda from the senior management team to all employees.

By communicating this policy, our aim is to ensure all customers have a clear understanding of what to expect from the services we deliver and to also ensure that we are consistent with the standard of customer service provided by each and every member of our team. Our commitment means we will;

  • Answer the phone within 5 rings
  • Respond to all web or email enquiries within 2 working hours (Comply Direct working hours are 9am to 5pm Mon to Fri)
  • Acknowledge all customer complaints within 48 hours and identify a suitable corrective action to communicate formally to the customer once the matter has been fully investigated
  • Keep customers informed of any changes to legislation or services likely to affect them in an accurate, clear and concise matter
  • Unless an alternative preference has been specified, endeavour to make contact with customers by telephone in the first instance
  • Provide you with a named Account Manager and their direct dial telephone number
  • Meet all our compliance members' obligations to the satisfaction of the regulator
  • Act in a professional manner and be polite and courteous at all times
  • Be open and honest and offer clear and full explanations as appropriate
  • Display the company values of trust, commitment and respect in all dealings with customers
  • Be committed to the company vision of delivering commercial and environmental benefits to our customers inspired by always finding a better way
  • Seek, and listen to customer feedback in order to improve our existing services, develop new services, and shape the way in which these services are delivered
  • Engage with members in order to fully understand their expectations so that we can meet and exceed them
  • Communicate the results of any customer satisfaction surveys carried out
  • Always go the extra mile
  • Never lose a member due to inadequate customer service

This policy is publicly available and has been communicated throughout the Company and to stakeholders. This policy is fully supported by senior management and will be monitored and reviewed annually.

 

Customer Service Excellence for Comply Direct

We are very proud that Comply Direct are registered as a Customer Service Excellence award holder.

Having passed an assessment by the Centre of Assessment, Comply Direct’s communications and service levels were determined worthy of the Customer Service Excellence hallmark and as such has been awarded use of the logo in recognition of the achievement.

The team at Comply Direct work tirelessly to ensure that all Producer Compliance Scheme members for waste Packaging, WEEE and Batteries are supported and provided with as much assistance as they require.

The Customer Service Excellence assessment report can be made available to all customers, scheme members and suppliers who request it and Comply Direct are more than happy to engage in dialogue with any business partners to support them if they take the decision to work towards the hallmark.

For more information please contact our HR and Operations Manager, Jessica Aldersley

Comply Direct made the changeover to their scheme simple and stress free and we haven't looked back; we're delighted with their service

John Lewis Partnership

Business Continuity Policy - ISO 22301

Comply Direct exists to deliver first class environmental compliance services and solutions and is committed to continuous improvement in all areas of our business, including our management systems, as per our company vision statement

''Comply Direct delivers environmental and commercial benefits inspired by always finding a better way.''

Business continuity planning is vitally important and Comply Direct maintains a comprehensive business continuity management system which meets the requirements of ISO22301:2012.

Like many companies, Comply Direct is exposed to potential risks that could disrupt or destroy critical business functions and the delivery of its services. In the event of an incident, the safety and security of employees is of the highest priority, along with ensuring the continuity of critical business functions whilst being committed to satisfying applicable legal and other requirements.

It is our aim to have in place an effective and sustainable business strategy, and we therefore undertake regular business impact analysis exercises in order to identify the key services which would have the biggest impact to business continuity in the event of an emergency or business disruption. Additionally, key nominated employees will conduct a quarterly risk assessment to identify potential causes of disruption to business activities, and risk profiling in line with the company’s risk
appetite.

Based on the output of the business impact analysis and risk assessment, Comply Direct has established a business continuity plan which addresses the key risk factors of computer/telecoms failure, key equipment failure, access to premises, legal/regulatory action, utilities failure, human resource issues and terrorism/acts of malice. This is regularly tested and evaluated for effectiveness and improvements made where appropriate.

Comply Direct has established a number of objectives in line with our purpose, strategy and aims and associated risks which serve to mitigate the risk of business disruption. These are reviewed, monitored, measured and reported on quarterly.

This policy is publicly available to all interested parties and has been communicated throughout the Company and to all new Comply Direct suppliers.

Click to download the Business Continuity Policy

Click here to download our ISO 22301 certificate

If you would like any further information about Comply Direct's Business Continuity Policy, please contact our HR & Operations Manager, Jessica Aldersley

 

Environmental Policy - ISO 14001

Comply Direct exists to deliver commercial and environmental benefits to all its partners and is committed to continuous
improvement in all areas of our business, including our management systems, as per our company mission statement – ''Comply Direct delivers environmental and commercial benefits inspired by always finding a better way.''

Comply Direct recognises the importance of environmental protection and this policy applies to all activities undertaken by the company. Comply Direct adopt a lifecycle approach to reducing the environmental impact of our services, working with key suppliers to develop environmental best practice. The company maintains an Environmental Management system which meets the requirements of ISO 14001:2015. Commitments made by the company include compliance with all obligations including our legal requirements and expectations of interested parties.

Comply Direct aim to demonstrate leadership by improving our own environmental performance and show commitment to this through being a ‘Pledge Net Zero’ signatory and the environmental objectives that we have established in association with this. We regularly review the environmental impact of our activities and services and sustain a programme of continual improvement in environmental performance.

Comply Direct is committed to the cause of pollution prevention and sustainable resource use and will take all necessary steps to adhere to this. We involve employees in our environmental programme and provide necessary training to enable them to discharge their responsibilities fully.

This policy is publicly available to all interested parties and has been communicated throughout the Company and to all new Comply Direct suppliers.

Click to download our Environmental Policy

Click here to download our ISO 14001 certificate

If you would like to submit feedback, please contact our HR & Operations Manager, Jessica Aldersley