Customer finance and administration of accounts during the Covid-19 crisis
Updated 3rd April 2020
Originally published 27th March 2020
To ensure we comply with social distancing measures we have moved the vast majority of our customer finance and administration team to home working. We’ve also put in place systems and procedures to ensure we are able to continue to manage customers’ accounts efficiently. This statement outlines information about some of the changes we have made to help customers of Frontier and all of its divisions continue to trade with us without interruption throughout the crisis.
In our first statement about the current crisis, we made a commitment that ‘our aim throughout this will be to deliver a full service and support...’. Part of that is ensuring that we continue to pay promptly our farmer customers for grain traded with us, and our suppliers for goods and services provided to us.
As required by Government, the vast majority of Frontier colleagues are now working from home – including our administration and payments teams. They have been set up with the equipment and access they need to work as efficiently as possible from home.
One result of this is we are now unable to make payments by cheque. With immediate effect, all payments from Frontier (and all of our subsidiaries) will be made by BACS transfer i.e. paper free.
Many of our customers and suppliers are already paid in this way, meaning no action is required and we will process payments as normal.
1. All payments from Frontier are now electronic
Customers who ordinarily receive payments from Frontier by cheque will need to provide their bank details so that we can continue to make prompt payments during this crisis. We are proactively contacting people who usually receive cheques from us as payments become due. Customers can help us with this process by printing off and completing the relevant BACS bank details form (see below). Details from the form can also be provided in a simple email for those without access to a printer, or we will accept clear images of the printed form taken with a camera phone and emailed to us.
BACS Forms for Frontier and its subsidiaries – print and return the relevant form:
- Frontier Agriculture: click here
- BCW: click here
- Kings: click here
- Nomix: click here
- SOYL: click here
- Anglia Grain Services: click here
Note: Customers of multiple divisions of the Frontier Group need only complete and return one BACS form.
If you are a customer or supplier of a subsidiary not listed here, you should complete and return the general Frontier BACS form.
2. Administration of paperwork and using a MyFarm account
All Frontier customers automatically have a free of charge MyFarm account in which they can see and manage all of their trading, financial, grain and movement information. For those yet to register for MyFarm, more information is available on our website or customers can complete the registration form online.
The ‘My Account’ area in MyFarm is an easy way for customers to keep up to date with all Frontier administration and financial documents. Payments due to customers from Frontier, and those due from customers to Frontier, can be seen and tracked. Query options can be selected to help custoemrs navigate their account content in more detail; for example, by contract number or date range. Many documents can be printed out as PDFs and have direct links to other relevant details e.g. payable contracts link to the associated weight advices and claims. Among the documents available in MyFarm are: contracts, purchase self-bills/debit notes, weight advices, sales invoices and haulier self-bills.
In addition, the majority of paperwork related to a Frontier account is still being posted via Royal Mail. However, we are investigating alternative options, such as email, to ensure continuation of service if current restrictions increase or if there is an interruption to the Royal Mail service.
3. Customer finance contact details
Customers can still contact our customer finance team as normal in relation to payment queries for Frontier or any of our divisions. A reminder of our general numbers:
- Accounts Payable – Supplier payment queries including grain, site supplies and services.
- Address Book – New account set up, trading title changes, address and contact detail amendments. Please note, any notification of bank details must be given in writing.
- Credit control (farmers) – Invoice and account queries for farmer customers.
- Credit control (consumers) – Invoice and account queries for consumers.
4. Suppliers: all invoices must be sent electronically
NB We are not accepting printed invoices through the post to our offices at the moment and payments may be delayed if a paper invoice is sent.
One of the things we are proud of at Frontier is our reputation for prompt payment, efficient administration and security. Please be assured that we are doing all we can to maintain that service during this challenging time and to make payments with the same level of efficiency. Any queries regarding invoices or payments can be shared with us via one of the email addresses above or with a customer's usual Frontier contact.
Group Finance Director, Frontier Agriculture