Skip to main content

Payment not received

 

Payment may not have been made for one of the following reasons: 

 

Bank details don't match details held by NHS Wales

 

Checking if an invoice has been received to enable Payment 

  • You can contact us by telephone or e-mail to check if an invoice has been received. 
  • You can contact us by telephone - 029 20 904131 
  • You can contact us by email – NWSSP.procurementservicedesk@wales.nhs.uk

 

Invoice is showing  'on hold' 

Below is a list containing information as to why your payment is on hold: 

Invoice Holds (.docx, 69.3kb)

  • You can contact us by telephone or email to discuss next steps to enable payment. 
  • You can contact us by telephone - 029 20 904131
  • You can contact us by email – NWSSP.procurementservicedesk@wales.nhs.uk

Please note, We are unable to release holds on an invoice, If your invoice is 'on hold' and overdue, your query will  to be passed on to the relevant department to be resolved.

 

Payment not received when expected 

There are a number of different payment terms within NHS Wales - Please refer to your contract details for information of when you can expect payment.

 

The PO number is not displayed on the invoice

NHS Wales operates a strict 'No PO, No Pay' policy. In order to ensure payment, the purchase order number must be displayed clearly on the invoice. Access the NHS Wales 'No PO, No Pay' policy:

No PO, No pay (.docx, 39.4kb)

 

If your have a different query regarding non payment, you can contact us by telephone-029 20 904131 and via e-mail NWSSP.procurementservicedesk@wales.nhs.uk and ensure that you have the following information to hand: 

  • Your Invoice number 
  • Your Purchase Order number
  • Previous Action Point Call reference if you have contacted the Procurement Service desk previously. Please note that you can request an update by clicking on the blue 'reply' link within the Action Point.
  • Please note that the Procurement Service Desk is UNABLE to release invoice holds however, we will redirect your query to the relevant department for  investigation 
  • Any queries relating to 5 or more invoices please send a statement in an excel format and copies of invoices to the procurement service desk email - NWSSP.Procurementservicedesk@wales.nhs.uk , requesting an update. Please note that statements will only be dealt with if sent to the above e-mail address.
  • All information regarding overdue invoices we provide to you will be forwarded by email to the relevant team for investigation. 
  • If you have contacted us before and have an Action Point call reference you can ask for an update by clicking on the blue reply link within the Action Point call e-mail.