1. Managing your Supplier Account
  2. FSSI Supplier Complaints / Disputes

FSSI Supplier Complaints / Disputes

FSSI Supplier Complaints / Disputes

At FSSI we are dedicated to fostering strong, long-lasting and mutually beneficial relationships with our suppliers.

We believe that transparent communication is key to sustaining successful partnerships and we are committed to resolving issues in good faith.

There are a couple of complaint / dispute resolution options available to suppliers:

1. Contact Your Category Manager

 If you have a concern or complaint, we encourage you to first reach out to your Category Manager within FSSI. The Category Manager is your primary point of contact and can often provide immediate assistance. Category Manager contact details can be found here.

 

2. Submit a Supplier Complaint / Dispute to FSSI

For issues that are not resolved through discussions with your category manager where you would like independent review of your concerns, or where you consider informal resolution to be inappropriate or unsatisfactory, the form below serves as a formal channel for raising complaints/disputes.

To submit a complaint or dispute – please fill out the form on the below link:

 Submit a Supplier Complaint to FSSI​

Your complaint will be managed by our complaints team who will acknowledge and triage your complaint for resolution.

 

3. Dispute Resolution Scheme

Alternatively, you may refer the complaint or dispute to the Grocery Industry Dispute Resolution Scheme in accordance with Part 4, Subpart 5 of the Grocery Industry Competition Act 2023.

The Scheme is an out-of-court process that can result in a legally binding outcome through:

  • A binding agreement between you and FSSI reached in mediation;
  • A binding decision from an adjudicator in adjudication.

 

Our preference is that you raise the issue with your Category Manager or through the Submit a Supplier Complaint to FSSI form so that we can resolve any issues promptly with you and in good faith.

We are committed to engaging with you constructively and ensuring that concerns raised with us are addressed in a fair and thorough manner.

Together, we aim to build sustainable, high-value relationships that benefit all parties involved.

Thank you for your ongoing partnership and cooperation.