According to the NFRN, the biggest recovery during the month was £1,500 for outstanding credit for vouchers. After numerous telephone calls from the retailer to the news wholesaler failed to generate any response, the member turned to the Helpline for assistance. And following just one email from the Helpline to the wholesaler, the retailer was credited for the full amount.
Another lucky member was refunded more than £400 for missing voucher credits. Whilst the wholesaler had confirmed that the vouchers had been returned correctly, it failed to credit the retailer until the Helpline stepped in and requested that credit be passed.
The Helpline team also succeeded to recovering £398 for a retailer who had failed to be credited for more than 500 copies of weekday, Saturday and Sunday newspapers that he had returned and whose appeals to the wholesaler were falling on deaf ears.
Besides these larger payouts, there were other successful claims ranging from £150 down to £6.80.
Commenting on the Helpline successes, NFRN national training and field operations manager Charles Fleckney said: “The NFRN Helpline provides an excellent service in assisting members on an individual level and in pursuing wholesalers nationally, regionally and locally to get service quality issues resolved.
“Any NFRN member who has been unable to resolve a problem at local level should contact the Helpline team for assistance. Not only will they seek to get your problem resolved, all calls are logged and included in the weekly report sent to the NFRN’s Head Office. Statistics are then shared with the wholesale companies concerned in an effort to improve service performance.”
NFRN members can contact the Helpline on 0845 601 5818 or by emailing nfrnhelpline@dvs-ltd.co.uk.
