How to Log a Complaint with our Customer Service team

We’re sorry you’ve had an issue. Here’s how to log a complaint with our Customer Service team.

Click HERE to raise your complaint with our Customer Service team

At Carlsberg Britvic, we truly value every customer and take pride in delivering high-quality products and service. However, we understand that sometimes things don’t go as planned. If you’ve experienced a problem or are unhappy with any part of our service, we sincerely apologise for the inconvenience.

Your feedback is extremely important to us. It helps us rectify issues quickly and enhance the experience for all our customers. Our dedicated Customer Services team is here to help you, investigate, and resolve your complaint as efficiently and fairly as possible.

How to Log a Complaint

Please follow the steps below to raise your concern with us through our Help Centre.

Step 1: Raise a Ticket

Click 'Submit a Request' at the top right of your screen and select 'Complaint About Service'. 

Or click here to get started. This will open a simple online form where you can tell us about the issue.

Step 2: Choose the Category of Your Complaint

To help us direct your complaint to the correct department, please select the most relevant category, such as:

• a complaint regarding Customer Services

• a complaint regarding a driver

• a complaint regarding a Carlsberg Britvic rep

• something else

Step 3: Provide Full Details

Tell us as much as you can about what went wrong. Please include:

• Your name, account and contact details

• Any relevant order numbers, invoice numbers or other reference numbers

• A clear description of the issue

• Supporting information (you have the option to add attachments, such as photos or documents, if applicable)

This information helps our Customer Services team investigate thoroughly and respond quickly.

Step 4: Submit Your Complaint

Once you’ve completed the form, click Submit. You’ll receive a confirmation email with a unique reference number so you can track the progress of your complaint.

What Happens Next

Once we receive your complaint, our Customer Services team will:

1. Investigate the issue: Our dedicated team will review your case carefully, contacting any relevant departments if needed.

2. Keep you informed: Customer Service will provide updates and let you know when we have a resolution.

3. Resolve your complaint: Our goal is to resolve all complaints fairly, transparently, and as quickly as possible.

We want to ensure you feel heard and supported throughout the process, and we will always do our best to make things right. 

At Carlsberg Britvic, we never take customer dissatisfaction lightly. We’re genuinely sorry if your experience has fallen short of expectations, and we appreciate you taking the time to let us know. Every complaint helps us learn, improve, and continue delivering the quality and service our customers deserve.