We’re always happy to help with queries, questions and concerns. If your issue is not addressed below, please get in touch.


Where can I buy pladis products?

Our brands are available almost everywhere, from wholesale stores to smaller local stores. If for some reason you can’t find them, please let us know.

How should I store your products?

The general rule for all of our products is to store them in a cool, dry place, particularly so for chocolate products. We would strongly recommend storing our products away from strong flavours or materials such as washing powders or other cleaning materials, which may taint the product and result in poor taste or quality.

I have a query on the product I have bought - where can I find out more?

You can contact our Consumer Services team using the contact details on the packaging for your product. Alternatively, you can find contact details and a ‘Get in touch’ form on the Contact page of this website.

If you are for any reason dissatisfied with any of our products, please contact us to inform us so that we can look into it and where necessary take any actions needed.

Can your packaging be recycled?

Recycling facilities around the world vary, however we are working to make our packaging recyclable. In the meantime, please check your local recycling information. For consumers in the UK, we have partnered with recycling experts TerraCycle since 2012 so that you can now recycle all our plastic packaging by dropping them off at one of 700 locations around the country, and TerraCycle will recycle all the wrappers. In addition, we’re members of the UK Plastics Pact, and we’re working with our industry partners to make all our plastic packaging recyclable, reusable or compostable by 2025.

Do you use palm oil? If so, is this sustainable palm oil?

Palm oil is widely used for a variety of reasons and is one of the most productive crops per hectare compared to alternatives. That said, we regularly review our raw materials to ensure we are using the most appropriate raw materials to deliver the quality required across our range of biscuits and snacks. At pladis UK and Ireland, we take the sourcing of all our raw materials seriously. We have been a member of the Roundtable for Sustainable Palm Oil (RSPO) since 2008 and have been using 100% oil palm supporting the RSPO sustainability programme.

Do you use GMO in your products?

We use only non-GM ingredients in our products. As a responsible food manufacturer, our priority is to assure the safety and quality of the ingredients it uses. Since 1997 we have: Where necessary, substituted soya and maize ingredients with non-GM alternatives. Where substitution was inappropriate, pladis UK& Ireland has sourced ingredients from traditional, identity preserved crops – i.e. non-GM crops. The integrity of our policy is backed by a rigorous inspection process which covers all aspects of supply – from field to factory.


Despite the audit trail, accidental or inadvertent presence of GM material can still occur in a non-GM crop. This can occur through transference in nature – e.g. via wind borne pollen or it can happen accidentally. To date, we have opted not to label products as non-GM even though it could make many of the specific non-GM claims made publicly by others.

Why is it that for some products the packaging can be larger than the product?

The packaging of our products is under constant review and great care, attention and research is given to the development of new packaging. Our first concern is to ensure that the product is effectively protected against damage or contamination in transit. We also aim to package our products in ways which reflect how people prefer to use them. We take our responsibilities for the environment very seriously and try to balance all aspects of protection, presentation, promotion and cost as carefully as we can. We certainly never aim to wrap our products in more packaging than is necessary to give them maximum protection as this would add to the cost for both ourselves and the consumer.

What is pladis’ policy on sponsorship/donation requests?

We are approached by many groups and individuals representing causes and unfortunately it is not possible to respond to all requests for donations. As such, around the world pladis supports a range of carefully selected charity partners whom we prioritise.

Product is out of date; what should I do?

The fact that the product was sold beyond the indicated date is the responsibility of the retailer and we would recommend that you return the product to the shop from where it was purchased together with the purchase receipt.

How do I know if a product is suitable for vegetarians?

For any of our products that are suitable for a vegetarian diet the recognised vegetarian logo will be displayed on the pack near to the pack weight and barcode.

What is your position on using cage-free eggs?

At pladis UK & Ireland, we’re proud guardians of much-loved household favourites including McVitie’s, Jacob’s and go ahead! and strive every day to make delicious biscuits, cakes and snacks that people love to eat. We also recognise that consumer satisfaction today goes beyond great taste. At pladis UK & Ireland, we will only use eggs laid by cage-free hens in all our products by 2025. We are already making progress; in 2020, 47% of the eggs we used were from cage-free sources

Are any pladis products Kosher certified?

For any of our products that are Kosher certified, the recognised Kosher symbol will be displayed on pack.

Do any of your products contain alcohol?

Should alcohol be used as a direct ingredient, for example within the recipe for a Christmas cake line within the cream flavouring, this would be clearly labelled within the list of ingredients. Occasionally however, it is possible that trace amounts can be used purely as a carrier in a flavour used in our products. The amount within the product is minute; however if you have any concerns for your diet or require any further information then please contact us.

Do you provide product lists for consumers who have a dietary requirement?

No. If you have a nutritional or dietary query, please contact us.

Do you use Mono Sodium Glutamate in your products?

MSG or Monosodium Glutamate (E621) is used to develop and enhance the flavour of many savoury products and is commonly found in soups, sauces, prepared meals and sausages as well as in snacks such as crisps and savoury biscuits.

MSG is permitted in foods in general to a maximum level of 10g/kg according to both UK and EC legislation. There are some foods or types of food which are not allowed to contain additives, or where the use of certain additives is restricted, this includes foods for infants and young children. It is correct that MSG is not permitted in these foods, however our products do not fall into this category. Foods for infants and young children actually refers to formulae and weaning foods or foods that are specially prepared for infants and young children.

We recognise that some people need or prefer to avoid MSG in their diet and where it is included as an ingredient will always be labelled clearly on packaging within the ingredients list.

Are your products suitable for coeliacs?

Unfortunately, many of our products are not suitable as they contain cereal or flour based ingredients. For more information, please contact us.

Why do you discontinue lines?

There are a number of reasons why this might happen. Some common reasons are that some products are removed from sale by retail outlets as they do not reach the rate of sale required to maintain viability on shelf. Unfortunately, in many cases we are unable to influence this.
A long standing product may also be discontinued due to a falling off of popularity, resulting in it no longer being a viable product to produce.

Can you explain the coding on pack - I don't understand it?

All consumer units, i.e. what is sold via a retail outlet, are required to carry a Best Before code, to advise the recommended time for consumption of the product.

In the case of multi-packs, due to manufacturing complexities occasionally the date codes are applied to the outer packaging only, as this is the unit being offered for sale and therefore covers the entire contents. The code on the individual packet is not a best before date; it is an internal code which show us the week, line number of production, production team/shift and the time the packet was produced. In these cases, a note of the best before date applied to the outer pack needs to be made.

Can I submit an idea for a new product / packaging, or for a variant to an existing product / packaging?

We receive lots of feedback and comments on our current brands and packaging, suggesting new ideas for our products and packaging. At pladis we have bespoke teams who work in partnership with professionals, and whose responsibility it is to innovate, test and evaluate new product ideas all the time.

Experience has shown us that often people send us their suggestions for things that we may have already considered, are actually in development, have been tested or used previously by ourselves or our competitors or have been ruled out for various reasons.

New products are many years in planning and they need to be carefully researched to ensure they have mass appeal, brand fit, are technically feasible and commercially justifiable, at a minimum.

Should you share an idea, artwork, invention, development, suggestion, concept, etc. to us, you agree that your submission is non-confidential and pladis is free to use that information, and any such use is without compensation to the party submitting that information. pladis will not acknowledge or enter into any correspondence in relation to unsolicited submissions.

How much sugar do your products contain?

We offer a wide range of baked snack foods from indulgent treats to healthier snacks. For consumers seeking biscuits with a relatively low sugar content, McVitie’s Digestives have just 2.2g sugar per biscuit (half a teaspoon) and McVitie’s Rich Tea have even less at just 1.5g sugar per biscuit. We also have many savoury products under the Jacob’s brand which are lower in sugar than our sweet biscuits.

We are committed to providing clear and accurate nutrition information for our products and as such clearly label the sugar content per biscuit, or per portion where appropriate, on the front of packs, as well as in the nutrition information table on the back.

What are free sugars?

Sugars have been in the limelight recently following a review of the scientific evidence surrounding sugar intake and health. The media coverage has led to lots of confusion about what types of sugars we should be eating and how much.

Here is a short summary:

Sugars can be divided into two main categories:

• Free sugars – include all added sugars, sugars naturally present in fruit and veg juices, purees and pastes, all sugars in drinks (except dairy-based drinks), plus sugars naturally present in honey and syrups as well as lactose and galactose added to foods as an ingredient;

• Intrinsic sugars – include those naturally present in whole fruits or vegetables, beans and pulses (dried, canned and frozen), potatoes, cereals (e.g. rice and wheat), nuts, seeds and milk and dairy products (including naturally present lactose and galactose).

How much sugar should I eat as part of a healthy diet?

In 2015, the UK government changed its dietary recommendations to reflect free sugars rather than total sugars (which had a reference intake of no more than 90g total sugars/day, based on the average adult female: this value included both free sugars and intrinsic sugars). At the same time the government revised recommendations on dietary fibre to a minimum of 30g/day.

As a result of the change in dietary sugar recommendations, it is now advised that we should have no more than 5% of our daily energy intake coming from free sugars. This equates to:
• No more than 30g/day for people aged from 11 years and all adults;
• No more than 19g/day for children aged 4-6 years;
• No more than 24g/day for children aged 7-10 years.

Treats and snack foods, such as biscuits, can be incorporated into a healthy balanced diet which still meets the new recommendations. This is demonstrated by The British Nutrition Foundation who have published some dietary modelling and developed a 7-day menu plan illustrating what a diet that meets the new recommendations for free sugars could look like. Two chocolate biscuits are included in this menu plan as a snack, demonstrating that all foods can be eaten in moderation as long as the whole diet is balanced.

At present, nutrition labels must provide information on the total sugar content of a food (which is the total of free and intrinsic sugars) per 100g. In many cases information is provided per serve (e.g. per biscuit). The free sugars content of a food is not listed in nutrition tables and it is not currently possible to measure the free sugar content of a food using laboratory analysis. As a result, consumers are encouraged to use ingredient lists to provide an indication of the free sugar content of a food. If a food lists sugar, syrup, molasses, honey of fruit concentrate/puree in the ingredients list, then these ingredients can be considered as free sugars.

Fructose, sucrose, glucose and maltose are all forms of sugar. Ingredients are required by law to be listed in descending order of weight, so the higher up the ingredients list a free sugar containing ingredient is, the more free sugar is present, compared to products where free sugar containing ingredients are listed lower down.