Sir; I read your article When Plans are Shelved' (The Grocer, July 20, p32) with great interest. As CPM UK is a supplier of customer contact solutions, compliance has always been an issue close to our hearts. Indeed, I was not at all surprised to read the POPAI statistics quoted in your article. The auditing procedures we have conducted on behalf of many of our major blue chip clients have found several reasons for non-compliance. Often there are physical restrictions to implementing planograms on a local store basis ­ many stores have non-standard equipment making standard implementation impossible, with retailers choosing to give up at the first hurdle. Stock availability may also be an issue. A recent audit of book stock accuracy we undertook on behalf of a client in one top five multiple retailer showed that the volumes of product quoted were inaccurate in 66% of stores. We have also found complex promotional messages can prevent compliance ­ simple is always best. I was interested to read Angus MacIver and Fiona Spencer's comments. At CPM we believe that demanding a rebate for non-compliance is, in fact, closing the stable door after the horse has bolted' and does not represent a satisfactory solution. So what would we recommend going forward? I was very encouraged to read that a new compliance working group has been set up. Investment in getting it right first time, from both the retailer's and the supplier's perspective, will result in better payback than retrospective rebates could ever achieve. Mike Hughes Managing director CPM UK {{LETTERS }}