Customer guide

Booking a job
Collection and delivery services
Preparing your consignment
Claims and damages

Booking a job

To make a booking you can:

  • Email us at
  • Phone us on 0191 526 2926
  • Fax us on 0191 517 1022

All bookings made with us must clearly state the following:

  • Number of pallets (per consignment)
  • Total weight(s) of consignment
  • Collection and delivery towns
  • Collection and delivery postcodes
  • Pallet(s) dimensions
  • Service type (same day / next day / economy)
  • Surcharge details, AM or PM delivery, timed delivery or tail lift delivery
  • Delivery point contact telephone numbers
  • POD requirements / invoicing references

Collection and delivery services

Please aim to make bookings by 12 noon on the day that collection is required. If you have collections after this time, please contact us as on the majority of occasions we will be happy to assist.

Amendments to bookings
If you have any amendments to your original booking, please contact our traffic department as soon as possible to ensure that the needs of your delivery can still be met.

Standard delivery
A 48 hour economy delivery will be made as standard, between 9am and 5pm. Delivery can be made at any time within the 48 hours to suit our day to day operation.

Should you need your consignment delivered on a particular day, or at a specified time, this is available at a small surcharge.

Next day delivery
A next day pallet delivery service is available to the majority of UK postcodes at a small surcharge. Delivery will be between 9am and 5pm, however we can offer an AM/PM or specified timed deliveries, subject to surcharges.

Saturday deliveries
We can offer Saturday deliveries at a small premium surcharge. Please contact us for more details.

Tail lift delivery/collections
Tail lift services can be requested if you do not have a forklift available, on either a collection or delivery.

Tail lift deliveries only cover for “kerbside” loading/unloading. This covers the removal of the pallet from vehicle to the entrance of customer premises. Please note, pallets must have four way entry and be no more than 1000kgs in weight.

Preparing your consignment

All goods must be palletised and suitable for road transportation. Goods must be secured to pallets via shrink-wrap (including the top, where possible) or by adequate plastic or metal banding.

Pallets must be clearly marked up with relevant address labels, these must be placed on at least two sides of the pallet.

Pallet weight must not exceed 1250kgs and dimensions of 120 x 120 x 240cm. Pallets that are sent in excess of the above, will be charged accordingly on footprint area.

All goods requiring a tail-lift, must be securely packed on a four-way entry pallet (with a minimum of 10cm clearance for pallet truck entry).

If the driver making the collection from your premises is concerned with the condition of the consignment needed to be transported, you will be informed of their concern and decision will be made between yourself and BM Stafford as to the action that needs to be taken.

Claims and damages

In the unlikely event that a consignment is delivered short or damaged, please contact us in writing within seven working days of delivery. Any claims should be made in writing within 14 days of the delivery.

A delivery note must be signed at the delivery destination, upon receipt of the goods. With regret, we are unable to process claims without a claused signature on the POD. The words “unchecked” or similar are not accepted as claused.

Related documents: RHA Conditions 2009 – BM Stafford & Sons


Invoices are produced on a weekly basis, normally being emailed by Friday for the previous week’s work. Payment terms are strictly 30 day month end.

Proof of Delivery (POD)
Following delivery all PODs are scanned on to our computerised transport system, and copies can be issued with each invoice if required.