It is important to us that your goods are treated with care and delivered safely.  However, for your peace of mind we provide Goods in Transit insurance which covers physical damage or loss to goods whilst in our control.

Conditions of Carriage

Conditions of carriage are contract terms agreed between Firmin and the client.  It clearly defines the responsibilities of each party and how much is paid in the event of loss or damage to the goods.

All goods are carried under the Road Haulage Association (RHA) 2009 conditions of carriage in respect of domestic UK transport.  The standard limit is £1,300 per tonne, unless agreed otherwise in writing.

If the consignment is being imported or exported then the International Carriage of Goods by Road Convention 1956 (CMR) conditions of carriage may apply.

Identifying Damage or Loss

If a consignment is delivered and the recipient notices any damages or shortages, they must write the details on the proof of delivery document as well as signing to accept the goods. This is called a ‘claused POD’.  If the driver is using a handheld device to capture the signature they will clause the proof of delivery signature for the customer and advise our traffic office immediately.

Signing for a consignment as ‘received unchecked’ or similar does not extend the timescales so it is extremely important that the recipient of the goods checks for visible damage to the packaging before they sign the proof of delivery.  The delivery should be unpacked and checked at the earliest opportunity so that any concealed damage can be identified and reported. We recommend that this is clearly stated on your order documentation and any other communication with your customer so that they can notify you quickly.

Alan Firmin Ltd or Pallet Track plc or its members and/or their insurers reserve the right to inspect damaged goods.

You must hold the goods for inspection / return until otherwise instructed.

Claim Value

The value of the claim must be proved by the customer as this will be required to support a claim.

Where replacement goods have been provided to the customer, the actual cost price of the damaged goods can be claimed up to the limit of liability.

Only the goods that were actually damaged or lost can be claimed for. For example if a pallet contained 12 cartons of product and only 1 carton was damaged then you can normally only claim for the 1 carton that was damaged.

All claims are subject to a £100.00 excess, unless agreed otherwise in writing.

Making a Claim

In the unfortunate event that you do need to make a claim, please follow these simple steps:

  • Register your claim:
    Complete a Notification of Intent Form, advising us of your intention to claim. This must be received within 14 days of the incident otherwise a written explanation for the delay will be required. We follow strict RHA time limits. Failure to provide the appropriate information and documents within the specified time-frame may result in our insurers not being liable to meet any claim.
  • Submit the details of your claim:
    Complete a Goods in Transit Claim Form. This must be completed in full and returned to Alan Firmin Ltd, Kemsley Fields Business Park, Sittingbourne, Kent ME10 2FE or emailed to
  • Supply your supporting documentation:
    Please provide us with
    – your suppliers cost price invoice
    – your sales invoice showing the price paid by your customer.
    – photographic evidence of all damaged goods / packaging.

Cost information will allow our insurers to assess the extent of damage and any potential salvage value.  Please note, you may only claim for the cost of the goods to you (subject to RHA limitations).

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