Missing item(s) policy
1. When can I submit a credit claim for products (*excluding controlled drugs) which are missing and how long do I have to claim?
*Note – for missing controlled drugs please refer to paragraph 4 below for more detail.
Products (excluding controlled drugs) may be claimed as missing from Alliance Healthcare through the customer portal in accordance point 2 within three (3) working days of receipt of your delivery confirmed by a signature.
A claim for missing products should be submitted:
i) if you have been invoiced for a product but it is missing from your delivery
ii) if you have been invoiced for products comprising of an entire parcel which are missing from your delivery; or
iii) if you received an incorrect product in your delivery that you were not invoiced for but wish to retain and the invoiced product was missing.
2. How do I submit a missing claim for a missing product, controlled drug or parcel?
To submit a missing claim, please use the Alliance Healthcare portal and submit your missing claim for either a missing product or missing controlled drug via either of the following links: https://www.myahportal.co.uk/login or https://my.alliance-healthcare.co.uk/ appropriate.
Once you are registered you can complete your returns, missing claims and place orders using the same web portal. If you fail to process your missing claim through the Alliance Healthcare portal without valid reason, we reserve the right to withhold the credit from you for your missing goods.
If you are unable to access the portal or you are having difficulty submitting the claim, please contact Customer Service on 0330 100 0448 - option 8 for further support.
3. How do I claim for a missing specials product?
For any missing Special products, please contact the Specials Customer Service team directly for further guidance and support:
T: 03448544998 – Option 2
4. How do I claim for a missing Controlled Drug? (Schedule 2 or Schedule 3 Safe Custody only)
For any missing Controlled drugs please report this to our Customer Service team within 24 hours of your delivery. We would recommend that you contact the team via phone, email or live chat.
In addition, please also submit a missing claim for the missing controlled drug to Alliance Healthcare through the portal within three (3) working days- of receipt of your delivery confirmed by a signature.
A missing claim for controlled drugs must be submitted:
i) if you have been invoiced for a controlled drug but it is missing from your delivery
ii) if you have been not been invoiced for a controlled drug but have received one or
iii) if you received a controlled drug in your delivery that you were not invoiced for but wish to retain and claim credit for the invoiced controlled drug.
5. How will I be notified of the outcome of my claim?
You will receive notification by email to the address associated with the claim submission. The email will provide you with one of the below outcomes:
- Your claim has been cancelled as per your request
- Your claim has been paid
- Your claim was unsuccessful
- Your claim has been paid previously
6. How do I appeal an unsuccessful missing claim?
If the result of a missing claim for a product is unsuccessful, you will receive notification by email to the address which relates to the submitted claim.
You may receive a notification that either:
i) Your missing parcel claim was unsuccessful because Alliance Healthcare are in possession of a signed proof of delivery.
ii) Your claim was unsuccessful as it was submitted more than three (3) working days after the signed delivery of the products or controlled drugs.
You may appeal an unsuccessful missing claim in the following scenarios:
- You dispute the signed proof of delivery we have on record
- You believe you have exceptional mitigating circumstances for submitting this claim outside of the policy.
If you wish to appeal the outcome, please click the ‘appeal’ button via the submitted missing claim in the portal within 92 days of the notification of the claim being unsuccessful. You can action this on the customer portal by viewing submitted claims on https://www.myahportal.co.uk/login or, for customers that have progressed through our system upgrade please submit your missing claim on MyAlliancePro, please visit https://my.alliance-healthcare.co.uk . Alternatively, you can contact our escalations team at creditescalations@alliance-healthcare.co.uk. Please note appeals submitted after this period will not be reviewed and the original invoice will stand with no credit issued.
We reserve the right to reject, investigate, suspend, withhold or recover any return, credit or other claim where we reasonably believe that the claim:
(a) has been submitted in error;
(b) is inaccurate, incomplete, duplicated or otherwise invalid;
(c) is not supported by appropriate evidence or information reasonably requested by us;
(d) has previously been credited, paid or otherwise resolved;
(e) is not genuine; or
(f) does not comply with these terms or the applicable Returns Policy or Missing Policy.
We may request such supporting information or documentation as we reasonably require to verify any claim and may reject, suspend or withhold payment of any claim pending investigation or where the requested information is not provided within a reasonable period.
Appeal submitted in accordance with this clause will be reviewed and we will notify you of the outcome within fourteen (14) working days.