Raising a grower complaint
Have you got an abnormal load result on your grower return?
Beet Reception complaints procedure
Details on how sugar beet growers may raise a complaint on a delivered load, who to contact, how the complaint is dealt with as well as an explanation of certain terms
Raising a complaint
- 1. How to make a complaint about a delivered load?
To raise a complaint you should contact your NFU Representative at your delivery factory. You will be asked to provide the following information:
- · Sugar beet contract (title & number);
- · Telephone number;
- · Serial number and delivery date of load(s) in question;
- · Details of complaint; (see "Types of complaint")
- · Flag status? (see "Flags");
- · Any other relevant information ( see "relevant information" for examples)
- 2. What happens next?
Step 1: The NFU representative will raise a complaint form with details of your complaint and send the form to the NFU Beet Intake Manager (BIM);
Step 2: The BIM will confirm to you in writing either by a post card or letter that your complaint has been registered. The post card or letter will also contain a reference number, which you should quote in all future enquiries. The letter will explain how the complaint will be dealt with on your behalf and an approximate timeframe within which you will receive a reply from the Complaints Panel. If you do not receive a post card or letter within two weeks of raising a load complaint then please consult with your NFU Representative at your delivery factory;
- 3. Complaints Panel
The complaints panel is made up of:
- · NFU representatives
- · British Sugar representatives
The first meeting of the panel is normally held during November and then at regular intervals during the campaign. When considering your complaint the panel will follow agreed guidelines and study the results of other loads delivered before and after the load(s) in question.
- 4. Outcome of Complaint
The NFU Beet Intake Manager will write and inform you of the outcome of the complaint.
- 5. What happens if my complaint is upheld?
You will receive written confirmation of the decision including:
- · Complaint load reference;
- · Previous and revised values;
- · Any populated load will be adjusted to the same value as the complained about load
- · British Sugar will send you an amended Weekly Beet Invoice confirming the changes
- 6. What if my complaint is declined?
You will receive written confirmation of the decision including:
- · Queries that you may have on this decision may be raised with the NFU Beet Intake Manager;
- · You may wish to pursue the complaint further. (see "Appeals")
- 7. Is there an appeals process?
All appeals are considered at the end of the campaign by the Appeals Panel, which comprises:
- · NFU representatives
- · British Sugar representatives
- 8. How to make an appeal?
- · Firstly, you should write to the NFU Beet Intake Manager stating the reason you wish to appeal;
- · The panel will consider your appeal and review all relevant data before reaching a conclusion;
- · All appeals are normally considered at the end of the campaign;
- · British Sugar will write to inform you of the outcome of your appeal;
- · The decision of the panel is final.
- 9. Grower Identity Card (GIC)
The NFU cannot stress too strongly the importance of growers ensuring that the correct GIC is used in connection with the correct delivery of beet. Any error or mis-match that is made between GIC and load of beet can have a direct financial implication for you the grower, can be difficult to unravel once it has occurred and significantly hampers any complaint that you may choose to make regarding a load. Please make sure that the person responsible for delivering your beet also understands the importance of the correct GIC being used and the ramifications of mistakes
EXPLANATORY NOTES:
- 1. Pre-delivery guidelines
Following the guidelines below may reduce the need for raising a complaint:
- · Check beet harvester settings. Beet crowns are re-topped in the tarehouse to the lowest leaf bud;
- · Be present when the beet is being loaded and ensure a cleaner loader is used and set correctly; using a picking off table where appropriate.
- · Contact your NFU representative to raise a flag when you commence beet deliveries from a new farm, field or beet delivery.
It is worth noting that your complaint is likely to be rejected if you have delivered other loads in a similar condition.
- 2. Central tarehouse visits
Both the NFU and British Sugar encourage growers to visit the Central Tarehouse at Wissington Sugar Factory to see how their beet samples are processed. To arrange a visit to the tarehouse, please contact your NFU Representative. It is wise to contact the NFU representative before you intend to visit to ensure that any health and safety requirements, whilst on site, can be catered for.
- 3. Types of complaint
Complaints can be raised for results on sugar percentage, dirt percentage or crown tare percentage.
- 4. Relevant information
Any information that you believe is relevant as to why your complaint should be upheld. Please discuss with you local NFU Representative (see "Local NFU Representative")
- 5. Populated loads
A populated load is an unsampled load that is given the same value as a sampled load, in accordance with the random beet sampling procedure.
- 6. Flags
The flag procedure allows you to notify your NFU Representative when you change farm, field or beet variety. Raising a flag will provide additional information for the complaints panel to consider if you later raise a complaint. Raising a flag does not change the sampling procedure; it only records that a change has occurred. To initiate the flag system you should notify your NFU Representative exactly when you will deliver the first load from a new farm, field or beet variety. The NFU Representative will register a flag to the specific load and record the reason.
Please note that a flag can only be requested before the delivery is made.
- 7. Appeals
An appeals process exists. You may find it useful to discuss the reasons for a complaint having been declined together with the NFU Beet Intake Manager, before taking your decision on whether to make an appeal. The appeals process is outlined above.
- 8. Local NFU Representative
To contact your local representative please ring the appropriate number
Bury St Edmunds 01284 703 263
Cantley 01493 700 016
Newark 01636 706 279
Wissington 01366 377 315
