Making a claim

Woman on telephone using computer

The first point of contact for a claim should be your local depot. If your issue cannot be resolved locally, you can register a formal request by following the steps below.

How to make a transit claim

To raise a formal claim request, email the details to central.claims@tuffnells.co.uk. You will then be issued with a Customer Claim form (CL2) for you to complete and return, along with the supporting documentation to the same email address. Once the investigation is complete, you will receive notice of the outcome via email.

Querying an invoice

Please email your query details to credit.control@tuffnells.co.uk, making sure to include the invoice and consignment numbers and the reason for the query. Once your query has been registered, you will receive an email acknowledgement with a query reference number.

FAQs

How long do I have to register an invoice query?

We offer a period of 14 days from the invoice date.

How long will it be until 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 a notice of the decision by email and any Credit Note if applicable.

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

You should contact the Query team again at credit.control@tuffnells.co.uk.

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

This can be done by sending an email to sales.ledger@tuffnells.co.uk.

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

Yes, you should register a formal claim with our Central Claims team at central.claims@tuffnells.co.uk.

How long do I have to register a transit claim?

You must notify us within 14 calendar days from the commencement of transit for a total loss consignment, or 7 calendar days for a partial loss or for damaged consignments. Please note, we will be unable to process claims received outside the allotted time.

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. Please note, we will be unable to process claims received outside the allotted time.

What are my limits or liability?

You can find all details of limitations and liabilities in our Terms and Conditions of Carriage here.