Information you need to make a complaint
As a sugar beet grower you have the right to complain about any sample result which you believe is not representative of the sugar beet you have delivered. Complaining only costs a little of your time and would not result in any financial loss if the complaint was or wasn’t successful.
To register a complaint about a sampled delivered load, gather the following information together:
- Sugar beet contract number
- Load number and delivery date of sampled load(s) in question
- Details of the complaint
- Any other relevant information such as field changes and lifted dates.
It should be noted that only loads which are outside your normal range load values should be considered for complaint.
All complaints should have been raised before the last two weeks following the last factory close date.
You can register a complaint in three ways:
1. Complete our online complaints form
If you are using our online complaints form, you can register up to a maximum of 10 loads, after which you will need to start a new form.
Fill in our online complaints form
2. Telephone
You can telephone your local sugar representative:
- Bury St Edmunds 01284 703 263 | 07586 717 763
- Cantley 01493 700 016 | 07543 501 949
- Newark 01636 706 279 | 07586 717 764
- Wissington 01366 377 481 | 07586 714 767
- NFU Sugar office: 01366 377 481
3. Email
You can email your complaint to [email protected].
Types of complaints
Complaints can be raised for results on sugar or dirt percentage.
Relevant information
Please discuss any information that you believe is relevant as to why your complaint should be upheld with your local NFU representative.
Populated loads
A populated load is a non-sampled load that is given the same value as a sampled load, in accordance with the random beet sampling procedure.
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.
What happens next?
Once your complaint has been processed you will be emailed a unique reference number which you should quote in all future enquiries. A communication will be sent explaining how the complaint will be dealt with on your behalf and an approximate time frame within which you will receive a response.
Complaints panel
The complaints panel is made up of an NFU representative and a British Sugar representative.
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 sampled loads delivered before and after the load(s) in question.
Tare complaints will be statistically analysed to see if they fall outside individual grower limits.
Outcome of complaint
The NFU Beet Reception Programme Manager will write and inform you of the outcome of the complaint. The statistical analysis will sort out those loads which are considered to be uniquely different from the rest and an adjustment will be made.
Where no adjustment is made, then the statistical analysis has not indicated that the loads are uniquely different.
What happens if the complaint is upheld?
You will receive confirmation of the decision including:
- Complaint load reference
- Previous and revised values.
- Any populated loads will also be adjusted to the same values as the load that has been adjusted.
- British Sugar will send you an amended weekly beet invoice confirming the changes.
What happens if the complaint is declined?
You will receive confirmation that your complaint has been declined. Queries that you may have on this decision may be raised with the NFU Beet Reception Programme Manager at: [email protected]. You may wish to pursue the complaint further.
Appeals process
An appeals process exists. You may find it useful to discuss the reasons for a complaint having been declined together with the NFU Beet Reception Programme Manager before taking your decision on whether to make an appeal. The appeals process is outlined below.
All appeals are considered at the end of the campaign, or earlier, if possible, by the Appeals Panel, which comprises of:
- Beet Reception Chair: This person will be different to the complaints panel representative.
- British Sugar Representative: This person will be different to the complaints panel representative.
How to make an appeal
An appeal has to be made in writing (by post or email) to the NFU Beet Reception Programme Manager clearly stating, the complaint reference number and why, in your opinion, you believe that the sample result in question is uniquely different from the other sampled results.
You will receive a confirmation email (or telephone call if sending by post) which signifies that your appeal has been registered. If you do not receive an email or telephone call within five days, please contact the NFU Sugar Beet Reception Programme Manager by telephone.
Appeals must be raised within four weeks after the final factory closing date.
The panel will consider your appeal based on your letter of appeal and review all relevant data before reaching a conclusion. British Sugar will write to inform you of the outcome of your appeal. The decision of the panel is final.
Grower identity card
We cannot stress too strongly the importance of growers ensuring that the correct GIC (grower identity card) 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
Pre-delivery guidelines
Adopting the guidelines may reduce the need for raising a complaint:
- Check the beet harvester settings.
- 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 variety.
- It is worth noting that your complaint is likely to be declined if you have delivered other loads in a similar condition.
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.
The Beet Reception Programme Manager will be holding tarehouse tours on the following evenings at 7:30pm:
- 29 October 2025
- 19 November 2025
- 17 December 2025
- 21 January 2026
- 18 February 2026
If you would like to visit the tarehouse and cannot attend on any of the above dates, please email the Beet Reception Programme Manager on [email protected].