The Value of Customer Service

In a recent article, the British International Freight Association (BIFA) described the UK’s departure from the EU’s single market and customs union as “the biggest change in the UK’s trading relationships for decades.”  With the additional complexities of moving freight between the UK and the EU that this change has brought about, Brexit has also shone a spotlight on the true value of customer service in freight forwarding.   

“Incomplete or incorrect information can have considerable commercial consequences for our customers”, Birmingham Branch Manager, Tracy Yates, explains.  “That’s why we have been helping our overseas and UK clients understand the changes that have taken place.  We ensure the advice we give on post-Brexit customs clearance is full and correct, as the terms of shipment that our clients sell and buy greatly impact their legal responsibilities.”

Rules of origin for goods moving between the UK and the EU is an important consideration.  Tracy continues, “We help both exporters and importers understand the rules on claiming preferential tariffs.  We check whether their goods meet the ‘rules of origin’ criteria, so that each movement is declared correctly and the ‘importers of record’ hold the correct paperwork for any preferential tariffs claimed.  For example, is the correct ‘statement of origin’ shown on the clearance documents?  Is PVA (postponed VAT accounting) appropriate for your company?  Due to the short transits from Europe, it is critical that the documents are in order prior to departure, since it can be very costly for both parties if cargo cannot be cleared immediately on arrival.”

The upheaval brought about by Brexit has certainly demonstrated the importance of working with a freight forwarder who proactively keeps up-to-date with the latest import and export rules and regulations.  That is why all our branches throughout the UK and Ireland work hard to ensure they are fully informed.  We have long-established relationships with many of our customers and so we appreciate the consequences of giving incorrect information and advice. 

Tracy sums it up well: “Our customers choose to work with us, not only because they need a logistics provider that will manage their freight forwarding challenges on their behalf, but also for the peace of mind that Denholm Global Logistics will keep their freight moving efficiently.”