Demurrage & Detention complaint form and procedure

1 Submit your complaint

If you believe that an invoice for demurrage or detention you received from us is incorrect, please contact us within 30 days of the invoice date. You can submit your complaint through one of the following:

Email to: accountsmail(at)spliethoff(dot)com
Fill in the complaint from below

Demurrage & detention complaint form

Name

Company

Address

Emailaddress

Invoice number

Date of invoice

Description of the issue

Please provide supporting documents (e.g. contracts, proof of payment, relevant correspondence).

2 Acknowledgement of receipt

We will acknowledge receipt of your complaint as soon as possible. If more information is needed, we will contact you directly.

3 Review and investigation

Our finance team will review the invoice details an your supporting documents. If necessary, we may reach out to clarify details. Processing time: 10 - 15 business days, depending on complexity.

4 Outcome and resolution

Once the review is complete, we will provide one of the following:

Corrected invoice (if an error is confirmed)
Credit note (if applicable)
Explanation and confirmation of charges (if the invoice is correct)

We will communicate the result clearly and in writing.

5 Escalation

If you are not satisfied with the outcome, you may request an internal escalation by emailing: accountsmail(at)spliethoff(dot)com

6 Finalization

Once resolved, we will update our records accordingly and provide any required documents (updated invoice, credit note, confirmation letter, etc.).