How do I query an invoice
Your first point of contact is the name shown at the top of your invoice.

You can contact us in a number of ways:

  • The direct telephone number of each query clerk can be found at the top of your invoice
  • You can fax your queries to us on 0121 647 0869

Before contacting us with a billing query, please check your quote to ensure that the product and service used has been specifically quoted for. Any product and/or service used, which is not specifically quoted for, will be charged at UK tariff rate.

The general email address is

How do I make a claim?
Following loss or damage to a consignment, you may wish to make a claim for the value of the goods. Details of transit liability can be found in the UK tariff.

The claim must be logged within 14 days of the date of dispatch and a formal claim must be made within 28 days.

If you have not received a claim form, please contact Customer Services on either 0844 556 0560 or 0121 275 0500. They will issue a registered claim form and a reference number, specific to the consignment affected.

For any existing claims, please contact the Claims Department on either 0844 824 0510 or 01179 105009.

Glossary of terms

Stopped Account

Account has been manually stopped by Cash Collection/Query Resolution clerk; please refer to the credit department.

Lapsed Account

Account has automatically lapsed following three months of non-use; please refer to the credit department.

Slid Machine (self label identification machine)

Installed in account holder's premises, enabling customer to produce their own consignment barcode labels.


Report of all consignments produced daily on the slid machines detailing product, service and destination.


Northern Ireland, Republic of Ireland, Channel Isles, Isle of Man and Scottish Highlands and Islands. Offshore does not apply to mainland Europe.

If you still have an unresolved query please click here.