Giving you Accountability when making a claim
Very occasionally items can get misplaced or damaged in transit. Needless to say we'll do everything we can to resolve the situation as quickly as possible so that the process is as easy as it can be.
What should I do if my consignment is lost?
If your consignment has not arrived 24 hours after the due date of delivery, please call one of our customer service representatives on freefone 0800 100 600 who will perform a thorough search to successfully locate your item.
What should I do if my consignment is damaged?
If your consignment has been damaged in transit, please contact our customer service team on freefone 0800 100 600 who will try to resolve the situation as quickly as possible.
If your item is damaged, the sender of the item is entitled to file a claim*. You may be required to provide proof of the damage, including the external packaging. The contents of the consignment and the original packaging must be available for inspection at the delivery address. We may also require proof of the value of the item(s) - this information needs to be included with your claim.
How do I file a claim?
Simply call freefone 0800 100 600 to request a claim form. You'll need to complete all your details providing as much information as possible, then return it to us to help us process your claim quickly and without delay.
How long do I have to report a lost or damaged consignment
You'll need to notify us within 7 days of shipment loss, damage or delay. On receipt of a claim form, you should return it within 21 days of date of issue, fully completed and with all supporting documentation. For more information see section 17 of our Terms and Conditions.
What happens next?
When we receive your claim we'll investigate it. Depending on its value, the process may take up to a maximum of 6 weeks to be assessed, authorised and processed. You can then choose whether you want to be reimbursed by cheque or have the money credited to your TNT account.
How do I check the status of my claim?
Simply contact our Central Claims Department on 01706 827 511
* The claimant must be the TNT account holder. For international consignments, either the sender or the recipient can file a claim.
All goods are carried subject to the TNT Express Terms and Conditions of Carriage.