Our Core Values And What We Stand For

1. Mission Statement

To delight our customers, employees and stakeholders by relentlessly developing label products and services supported by delivering first class performance in business and customer service terms for the label industry.

Underpinning any mission statement is a set of beliefs and values that enable delivery of the promise, which in the case of AA Labels are as follows:

1.1 CORE VALUES

Excellence, integrity, honesty, respect, reliability & trust

As our customer, you are important to us. Our aim is to provide you with label solutions, at fair prices and a responsive, friendly and helpful service.

Change is a continual part of good business practice to ensure that the latest developments in technology and customer service are used to provide improvements to the services available and the way you are treated as a customer. We promise to treat you fairly in everything that we do and we will not forget that you have chosen to use AA Labels and will work hard for you because we want you to experience the very best service and remain a customer.

We respect our customer's decisions and requirements for labels and will always behave with integrity regarding the information provided and consistently recommend and provide the best solutions available. We continually work to improve the quality of the customer experience in all aspects associated with the company's products and services and reliably combine and provide experience and knowledge of label design and production with the highest standards of customer service time after time.

1.2 Motto

We will produce, despatch and deliver customers orders: right first time, on time, every time

1.3 Customer promise

The simpler the statement the easier it is to remember and apply to our everyday work, therefore at AA Labels our promise is: "customer service is our top priority and we thank you for being a customer"

2. Resolving complaints

Sometimes we get things wrong and if this happens please let us know because we are really passionate about putting it right. You can contact us using one of the following options:

Tel: 01733 588390

Email: customercare@aalabels.com

Letter: AA Labels, 23 Wainman Road, Peterborough, Cambridgeshire, PE2 7BU, United Kingdom

We aim to make sure that we handle all complaints fairly and efficiently. We will always handle your complaint confidentially. We may record phone calls from time-to-time to help improve the quality of our service.

2.1 what counts as a complaint?

A complaint is any contact from, or on behalf of a customer or potential customer who is not satisfied with any part of our service.

2.2 resolving your complaint

Our customer service team are trained to put things right for you straight away. If they cannot do so they will connect you with a manager to discuss the matter.

The resolution of a complaint might include actions to put the mistake right, and apology, an explanation or compensation in the form of a replacement order.

We aim to resolve nine out of ten complaints within two working days and we expect to be able to resolve most other complaints within a week, but we will inform you if it might take longer.

2.3 reviewing your complaint

If you are not satisfied that we have corrected the mistake or you are not happy with how we have dealt with the issue, we will carry out an internal review. We will look into how we have handled your complaint and the resolution offered. We will let you know the outcome of the review and the reasons for the decision. We will normally take less than two working days to complete this review and if we agree to carry out other actions following the review we will let you know how long this is likely to take also.

2.4 guaranteed standards of service

The standards of service are a set of promises for the way in which we do things and a guarantee that you receive compensation for your order value if we do not meet those standards.

2.5 learning from complaints

We are committed to continually improving our customer service and we take account of all customer complaints to help with this process. We may also ask you for feedback on the service that you have received and if you do have any suggestions or ideas on how we can improve please let us know.

2.6 complaints handling procedure

Our complaints handling procedure is governed by the Consumer Complaints Handling Standards Regulations 2008. You can read these regulations at opsi.gov.uk/si/si2008/uksi_20081898_en_1

2.7 face-to-face complaints

To discuss making a complaint in person please call 01733 588390

FREE DELIVERY
WORLDWIDE

QUALIFYING ORDER VALUES VARY PLEASE CHECK THE DELIVERY & SHIPING OPTIONS UNDER “SITELINKS” IN THE PAGE FOOTER BELOW

FAST ORDER FULFILLMENT

We understand that sometimes our customers are in a hurry for their labels and we do everything within our power to ensure your label orders are produced and despatched quickly.

We regularly produce label orders for satisfied customers in > 40 countries worldwide.

Delivery Options

WE MATCH PANTONE COLOURS

By using pantone colour resources we can provide an exact match to your requirements. If you would like to speak with someone about colour matching call our customer service team on 01733 808084

Consumer cancellation rights

Please note that nothing in these terms will apply to exclude or limit your rights, where they apply, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 which set out certain rights, including a right to cancel certain Orders within 14 days.

These Regulations, and this section of our terms, only apply where you are purchasing as a consumer, and not where you are purchasing in connection with any business, trade or profession.

To exercise your right to cancel, you must notify us of this within 14 days after the day on which you receive the goods or the last instalment of them (if sent by multiple deliveries).

You can cancel by email: customercare@aalabels.com or telephone 01733 588390, or by post to AA Labels, 23 Wainman Road, Peterborough, Cambridgeshire, PE2 7BU, United Kingdom. You may use the model cancellation form here, but it is not obligatory. Please ensure that any notice clearly confirms that you are exercising this right and confirms your name, address, the details of the order (such as the order number and date of order) and contact details for you.

If you do exercise this right, you need to return the goods to us at your cost within 14 days of the date of the cancellation notice. We will then reimburse to you (by the same method used to pay for the goods) the price of the goods to which cancellation notice relates. This includes any standard delivery charges that we made when sending the goods to you in the first place, but not the costs of any more expensive method of delivery that you may have asked for.

Until the goods are returned to us you must keep possession of them and take reasonable care of them. Please note that we can deduct from any reimbursement the loss in value of any goods if you do not return them within the 14 day return period or if they have been lost or damaged as a result of you not taking reasonable care of them.

Your right to return goods does not apply to orders for goods made or modified to your specification or which you or anyone else authorised by you has used. Please note that our supply of labels to your order, such as your choice of shape, sizing, pattern or materials, is a supply of goods to your specification as these items are made specifically on your request and are not supplied from existing stock. Accordingly you do not have the right to cancel under the Regulations.

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Core Values