How should we communicate duty rate increases to our trade customers?

Members recommend a straightforward, factual approach that avoids apologising and clearly attributes the increase to HMRC policy changes.

**Messaging approach:** - **State HMRC changes clearly** — use language like "in line with the HMRC changes to current duty rates, please find enclosed updated pricing". This removes ambiguity and avoids an apologetic tone. - **Consider political framing** — some members have taken a firmer stance, opening with commentary on government policy (e.g. "Due to our governments incompetence..."), though this is more pointed than the neutral approach.

**Timing tactics:** - **Set a clear last-order deadline at the current price** — Members recommend giving customers advance notice of when the price increase takes effect. One member specified "last delivery date at the current price will be 31st July" with a last-order date of 26th, giving customers roughly a week to decide whether to order ahead. - **Encourage advance ordering** — explicitly tell customers they're welcome to place orders before the increase kicks in, which can help smooth cash flow and shift volume forward.

**Key takeaway:** Factual, HMRC-focused language cuts through, and a clear deadline with advance-ordering window gives customers agency and reduces pushback.