Retailers have urged Smiths News to commit to reviewing its required delivery times (RDT), contracted delivery drivers and carriage charges.

The NFRN’s Hertfordshire, Berks & Bucks, and London North West branches raised the concerns with representatives from the wholesaler during a regional meeting last week.

One of the major issues put forward included newspaper deliveries not matching the RDTs set by Smiths News, leading to a loss of customers. Hertfordshire branch secretary Alpesh Patel told RN: “We held the meeting to hold Smiths News to account and ensure it makes a commitment to resolving our issues.

“The RDTs haven’t been reviewed since 1999 and they should be up-to-date. We’re also asking retailers to contact Smiths News to find out their actual RDT. There will be a templated letter to help them with this.”

Menzies customer Peter Wagg, who sits on the NFRN’s national executive committee, added: “I urge retailers to check their RDTs with Smiths News. I used to receive deliveries at 5am for a period of time and then receive deliveries at 7.30am at a later date. I thought it was late, but I was then told it is my actual RDT when I contacted Smiths News.”

Patel added that contracted delivery drivers were also providing an unsatisfactory service. “They need to be paid and treated similarly to employees on permanent contracts. The wages are the same, but they’re made to do more work and it seems the resulting service isn’t as professional.

“We also shouldn’t be made to pay a full carriage charge if there are missing papers.”

Other issues raised included delays in receiving credit for missing newspapers, the experience of call centre staff, the fulfilment of claims and recharges on missing stock.

When asked how Smiths News responded to the problems, Patel said: “They assured us they would look into the issues and inform relevant colleagues.”

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