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Submitting invoices
A standard invoice template is available to download (Word or Excel format) on the Good Invoicing Practice webpage, please click here.
Please click here to refer to the 'Invoicing Postal Addresses' page of the NHS SBS website, where you will find the correct postal address for each organisation.
Invoices need to be posted directly to NHS SBS unless specifically instructed otherwise by a client organisation. This exception normally only applies to pharmacy, catering, GP or optician payments as invoices can not be processed until received by NHS SBS. Any delays in delivery result in delays in payment. Please click here for Invoicing Postal Addresses.
We do not accept invoices as attachments at the moment. However, we are working with our IT suppliers to find a workable solution for the near future.
Original invoices must be submitted via post. Any invoices submitted via email will be returned.
Our electronic invoicing partner is OB10. Detail of the OB10 system can be found at www.OB10.com/nhs.
Ensure all details are clearly quoted. Please click here to refer to the 'Good Invoicing Guide' on our website where all key elements are outlined. In addition there is a standard invoice template if required.
Client organisation details
Refer to NHS Choices website, where the correct client can be found. Please click here to visit the website where you can enter a search on post code or street name.
A number of our primary care trusts have split their business, becoming two separate legal entities, known as provider and commissioning arms.
It is imperative that invoices are billed to the correct entity (commissioning or provisioning) to avoid the invoice being rejected by the client, as this will cause delays. If there is any doubt please contact the client to confirm.
The NHS Choices website can help. Please click here to visit the website and in the Site Search enter the name of the client. A list of locations and hospitals for the organisation will be displayed.
This is a coding system to ensure that invoices are scanned to the correct organisation. This will prevent delays in payment. The code consists of 2 parts and needs to be displayed as part of the invoice address, e.g. RVJ Payables 6345. This code represents North Bristol NHS Trust, ‘RVJ’ being the organisation code (Org ID) provided by the Department of Health and ‘6345’ being the Oracle system identifier for the organisation, also known as payables code.
This information is available from our Invoicing Postal Addresses, please click here.
Returned invoices
The reason for a returned invoice will be stated on an accompanying letter advising of the remedial action required. Please rectify the issue and resubmit your invoice through the normal channel. To confirm the correct details see the 'Good Invoice Practice', please click here.
One of the most common reasons for returned invoices is missing/incorrect details within the billing address. The correct information, including organisation and payables codes, can be found on the ‘Invoicing Postal Addresses’ page, please click here.
If you have had an invoice returned and require further information or advice, please contact our Client Service Centre on 0303 123 1177 quoting the call reference number on the letter. We will be pleased to offer support and guidance
Claim forms and vouchers are not legal invoices (usually containing personal identifiable data) and do not conform to standard invoicing practice, therefore they need to be sent directly to the client organisation. Clients will then submit these to NHS SBS in an appropriate format to avoid delays in payment.
Requests that do not conform to standard invoicing practice will be returned unpaid. Please click here for the Good Invoicing Practice, where our standard invoice templates can be downloaded (Word or Excel format).
Opticians
Vouchers or information containing Personal Identifiable Data (PID) must be forwarded directly to the client organisation and not to NHS SBS. Invoices should be forwarded to NHS SBS.
Supplier account set up/amendment
Ensure that your details are submitted on headed paper to
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. Please include your bank details and an email address for remittances.
Which is the quickest and most secure method of payment?
The quickest and most secure method of payment is BACS (electronic transfer); if you are currently being paid by cheque please submit your bank details on headed paper to
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. Please also include an email address where you would like us to send your remittance(s).
Please submit your bank details on headed paper to
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and your details will be updated. Please also include an email address to which you would like us to send your remittance(s).
Please submit your bank details on headed paper to
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. Please also include an email address where you would like us to send your remittance(s).
Submit by fax on headed paper to 0121 673 7525 or post to: Supplier Maintenance, NHS Shared Business Services, Phoenix House, Topcliffe Lane, Wakefield, WF3 1WE.
Please submit your details on headed paper to
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.
Process
Payment of invoices
Invoices will be paid once they have been successfully matched to a purchase order or approved by the organisation receiving the goods/services. NHS standard payment terms are 30 days from invoice date.
Any of the following may apply:
- The invoice has been approved verbally, but not on the system.
- A further hold has been applied to the invoice following approval
- Client instructs NHS SBS not to pay invoices via cheque over a certain amount. This amount may vary from client to client. The payment will be delayed until bank details have been received and updated.
The quickest and most secure method of payment is BACS (electronic transfer); if you are currently being paid by cheque please submit your bank details on headed paper to
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. Please also include an email address where you would like us to send your remittance(s).
Your payment is on its way. The remittance advice is automatically generated when payment is released.
- Payment by BACS takes 3 working days to reach your bank and will clear on the 4th day.
- Remittance advice for cheque payments are attached to the cheque.
Contact the Client Service Centre on 0303 123 1177, who will check where the remittance was sent. If your email address has changed submit an email to
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and your details will be updated on our files for delivery of future remittance advices.
Please submit your details on headed paper to
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.
Please submit your bank details on headed paper to
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and your details will be updated.
Payment by cheque needs to be made payable to the client and sent to the following address: Non PO Business Support, Phoenix House, Topcliffe Lane, Wakefield, WF3 1WE. Payment by CHAPS or BACS - send an email to
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requesting bank details.
Purchase Orders
Advice can be found on the link labelled 'How can I prevent delays in payment?'. Please click here to view.
Chasing the client organisations
- Regular electronic notifications (reminders) are automatically sent to the client approver/ requisitioner for action. This notification is escalated as agreed by the client.
- Client finance teams are sent regular reports of outstanding invoices that are situated with them.
- Regular transactional calls are carried out between NHS SBS and clients to discuss outstanding invoices.
- If there is a discrepancy between a Purchase Order and an invoice the client will be notified automatically.
- In addition, the CSC will liaise with the client on your behalf when delays or issues have occurred.
Contacting Client Service Centre (CSC)
With the exception of disputes, CSC provides a single point of contact for both suppliers and clients, reducing the need for you to chase individuals and different departments.
Contact CSC for all Accounts Payable related queries on 0303 123 1177 or email
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. CSC is open 9:00am-17:00pm Monday to Friday excluding public holidays.
Any queries concerning the information on an order received should be raised with the local Procurement department.
If an invoice is in dispute or a credit note is required the client will contact suppliers direct to resolve and agree actions required.
- All calls are recorded for training purposes and details are logged on our query management system, which will generate a unique call reference and can be used for any follow up contact.
- CSC will advise the status of an invoice, including any reasons for it being held (if advised by the client).
- If your query cannot be resolved at the point of contact it will be assigned to the relevant team/client for resolution.
- Previous call reference for an outstanding query (if applicable)
- Contact details including company name, contact name, email address, phone number
- Client name
- Invoice details including invoice number, amount, PO number (if applicable)
CSC can provide status updates for multiple invoices by email, which will enable you to reconcile your invoices. You must send your request to CSC via email to
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; a separate email is required for each client, containing an Excel spreadsheet. The spreadsheet needs to contain:
- Client name
- Invoice number
- Invoice date
- Invoice amount
- Purchase order number if applicable
We will then be able to update the spreadsheet and return to you. We regret that we are unable to update spreadsheets not in Excel format or that do not contain the data as indicated above.
CSC will deal with urgent problems and queries by telephone.
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Working with suppliers