Customer Service Charter

Our Customer Service Charter is our formal commitment to providing excellence across every aspect of your relationship with Atradius, anywhere in the world

We are dedicated to providing you with the very highest levels of service in all that we do. This is our service commitment. It infuses every aspect of our business; from our ethos, to the training of our people and the development of our relationship with you.


Making communication easy

Our dedicated account management and customer service teams are trained to respond to your queries and requests promptly and efficiently. Where possible, we provide you with a dedicated point of contact and clear contact details.

We keep an eye on things, regularly evaluating our communications to make sure we maintain our high standards. In addition to issues concerning your account with us, we’d be grateful if you could also provide feedback on your thoughts and experiences to these teams. It is through responding to feedback that we are able to make improvements, so we value any insight you could share with us.



Business meeting


Simplifying policy administration

We provide guidance and support on everything from policy administration to accessing and using our online systems, such as Atrium and Atradius Insights.

We work hard to keep your policy administration obligations to a minimum and, when the time comes for renewal, we make sure this process is clear and that the documentation is issued to you in good time.

Any invoice we send you will clearly state what is due to be paid, for what service, and by when.


Working closely with you on credit limits

We are committed to providing you with timely credit limit decisions and make sure we keep you informed during the process.

Our decisions are not taken in isolation from you. Where possible, we work with you to obtain additional information about your buyers and take into account your trading relationship with them. In addition, where appropriate, we will share with you the credit rating for your insured buyers to support your credit management processes and procedures.

Where it is necessary to reduce or remove a credit limit, we endeavor to provide you with an appropriate period of notice to provide you with sufficient time to make alternative trading arrangements (save for exceptional circumstances).

We try never to make promises we can’t deliver and our transparent appeal process is designed to help you should you want us to re-consider a decision.


Providing an efficient claims, collections and recoveries service

We provide you with a step-by-step guide on how to submit a claim, including how to inform us about overdue invoices.
We work closely with you throughout the claims and collections process, providing up-to-date information about your case, agreeing the collections approach with you and remitting funds as soon as possible.

If it is not possible to pay a claim, or pay it in full, you will be given a clear explanation and the right to appeal.


Building a relationship with you

We believe we can provide you with the highest quality support when we understand your business, including your strategy and your market. Our highly trained people are specialists in their fields and yours, supported by a programme of continuous professional development.

Contacting us

If you have an issue you’d like to discuss with us, please get in contact with your own dedicated account manager. Alternatively you can contact our UK & Ireland headquarters office at:

3 Harbour Drive, Capital Waterside CARDIFF CF10 4WZ

Tel: 02920824000

or you can provide feedback through our Customer Service Team Tel: +44 (0)330 678 0221 , Email:

Disclaimer, no warranties and exclusion of liability

Atradius disclaims any representations or warranties of any kind, whether expressed or implied, including but not limited to implied warranties of merchantability and fitness for a particular purpose of (INCLUDING BUT NOT LIMITED TO) any information contained on or provided via this Web Site and/or any service described or promoted on this Web Site, including warranties with respect to infringement of any patent, copyright, or other rights of third parties. Atradius shall not be liable for any injury, loss, damage or expense arising out of any access to or use of this Web Site or any site linked to or from this Web Site, including, without limitation, any loss of profit, indirect, incidental or consequential loss. Atradius furthermore shall not be liable for persons, property damage or especially direct, indirect, incidental, consequential, immediate or subsequent (pecuniary) loss. While Atradius has used reasonable efforts in maintaining a virus-free Web Site, it declines any liability for persons, property damage or especially direct, indirect, incidental, consequential, immediate or subsequent (pecuniary) loss which may result from transmission or downloading of computer viruses. Atradius cannot be held liable for hardware damage, loss of data, alteration of data, or downtime.