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Aptamil questions & complaints

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Summary

We are committed to providing the very best in everything we do, from our products to our manufacturing processes and packaging. We occasionally receive product queries, and have answered some of these below; if you can’t find your question in the list, please contact us.

As well as our 24/7 expert support, we have a dedicated team to address complaints, and want to reassure you that every effort is made to thoroughly investigate all issues. Our complaints procedure will give you an idea of what to expect when you get in touch. In many cases, we'll be able to investigate and follow up without requesting product samples, but in some instances we will require them for further analysis, so please keep samples where possible.

I have opened my EaZypack and there is no scoop. What can I do?

We are sorry that this has happened despite the care we take in our factory to ensure that all packs contain a scoop. We have an automated scoop dispenser and each pack is examined by a camera that will reject any EaZypack that doesn’t contain a scoop. As a temporary measure, we can advise you that one scoop will be approximately equivalent to 2 x 5ml level teaspoons. Please contact us and we can arrange to send out a replacement scoop.

I have opened a bottle or carton of formula milk and the formula milk is spoilt/I have a carton of formula milk and the carton is swollen. How has this happened?

 We take meticulous care in all our factories, production lines and warehouses but we have no control over the handling of our products once they leave our warehouses. A swollen carton or spoilt formula milk indicates that the packaging must have become damaged at some point, allowing the entry of air. As soon as the formula milk comes into contact with air, it will start to spoil.

Please contact us and we can arrange for the return of the carton or bottle. We can then examine it to see if we can determine the nature of the damage.

I have made up my formula milk but it doesn't mix well. What should I do?

 It is important that the formula milks are made up according to the instructions on the pack. We do check the mixing properties of all of our batches of formula milk powder before they are released for sale from our factory.

If you are making up the milk in line with the pack guidance and are still experiencing difficulties, please contact us for further advice. We may wish to arrange for the return of the pack so that we can carry out a thorough check in our laboratory.

How to contact us if you have an Aptamil complaint

If you have any concerns about our products, labelling or advertising material, do not hesitate to contact our dedicated Quality Specialist Team.

You can use our contact form, or any of the following ways to contact us:

Telephone: 0800 996 1000

Email: HGS.qualityspecialists@danone.com

Letter: PO Box 71027, London, W4 9GQ

View our complaints process

 

step one

Step 1

Our expert team aims to resolve most queries immediately when you contact us. We take any product quality complaint very seriously, so for these you’ll be referred to our dedicated Quality Specialist Team.

step two

Step 2

We investigate every issue thoroughly and will be able to resolve many complaints straight away. For some, we may request to analyse product samples; in this case we’ll arrange for packaging to be sent out to you for posting. Please keep samples where possible.

step three

Step 3

Any samples received are exhaustively examined by our Quality Specialist Team in consultation with factory experts and/or independent external specialists as required. Depending on the analysis involved, this can take several weeks.

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Step 4

At the end of any investigation we will send you an outcome letter with a reimbursement including the value of any product affected. We appreciate every concern that is brought to our attention and hope our comprehensive approach provides reassurance for the future.

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