Making a claim

Woman on telephone using computer

If you’re looking to make a claim, we’d be happy to help. We've tried to list all the details below so you can follow a simple step by step process. We would always encourage you to get in touch with your local team who will be able to escalate your issue and hopefully resolve it quickly (this is the fastest and most effective route in the first instance).

How to claim

How to make an invoice query:

Complete the Query Registration form on MyTuffnells and email to central.claims@tuffnells.co.uk or telephone our dedicated queries team on 0330 838 4233.

Once your query has been registered you will receive an email acknowledgement with your query reference number.

How to make a transit claim:

Notify your depot in the first instance of any potential loss or damaged consignments. If your local depot is unable to resolve your dispute please raise a formal claim request to central.claims@tuffnells.co.uk who will issue you with a Customer Claim form (CL2) for your completion. Return your completed CL2 along with the supporting documentation to central.claims@tuffnells.co.uk . Once the investigation is complete you will be advised in writing of the outcome. 

FAQs

How long do I have to register an invoice query?

We offer an extended period of 28 days from the invoice date.

How long will it be untill I get an answer on my invoice query?

Our SLA is 5 working days from the date of registration.

How will I be notified?

You will receive by either an email with a Credit Note or a letter of decline explaining the decision.

What can I do if I do not agree with the outcome of the invoice query?

You can contact the Query Team again by either email or telephone, and reopen the query with any additional information.

How do I request a copy of my invoice or statement?

This can be done by either sending an email to sales.ledger@tuffnells.co.uk or by calling 0330 838 4233

How long do I have to register a transit claim?

You must notify the company within 21 calendar days from the commencement of transit for a total loss consignment or 7 day calendar days for partial loss or damaged consignments.

How long do I have to return my completed claim form (CL2)?

You have 42 days from the commencement of transit to return your completed claim form to central.claims@tuffnells.co.uk

What are my limits or liability?

You can find the details in section 3 of our Terms and Conditions of Carriage – “Company’s responsibility for the consignment”

I have made my depot aware or a potential loss or damaged consignment, do I still need to register a claim?

Yes, it’s your responsibility to register a formal claim in writing with our Central Claims Team. This can be sent via email to central.claims@tuffnells.co.uk

We're here to help

We want to ensure you get to know our processes so that every interaction with us runs smoothly! If you would like to discuss anything, please call 0330 838 4233 at your convenience, we’d be more than happy to help.