FAQ's For Transition

Who is Creamline?

Creamline Dairies is a family owned business which for almost 70 years has been supplying the dairy needs of people in Manchester and the North West of England. We only partner with farms in Cheshire – in a maximum 30 mile radius –  so you know your milk is the finest local fare. 

It’s not just dairy products that we can deliver direct to your door – browse creamline.co.uk to find out about our full range, which has everything from a fry up to fresh fruit juice covered!

We’re known across Greater Manchester and Cheshire for delivering our own milk direct to homes, shops, restaurants, schools and hospitals and also by our network of affiliated independent milk round operators in the North West.


Will my milkman be the same?

Yes, the same friendly faces that you've come to know and trust will still be delivering your milk and stored cupboard essentials. You might have noticed a while ago though that your milkman’s livery and delivery vehicle changed from milk&more to Creamline colours!


Will Creamline be more expensive than milk&more?

No – we can say with confidence that your prices will remain the same. 


What do I need to do to transfer my account to Creamline?

If you haven't already done so, you just need to create a new password for Creamline by following this link.  This will make sure your regular orders continue uninterrupted.  


Do I need to change my payment details?

If you pay by direct debit:

-        You don’t need to make any changes to your payment method.

If you pay by debit/credit card: 

-        Once logged in, re-input your card details into our secure Sage Pay system by following this link.


Does Creamline offer the same range as milk&more?

Yes, we offer the same great range of dairy and convenience products that you’re used to.  Look out for some exciting new lines that we'll be introducing over the coming months, including some really rather delicious local artisan-crafted yoghurts. 


Does Creamline deliver on my normal days?

Yes, there won't be any change to your delivery pattern.  Remember, you can update or amend your order up until 9pm the night before your delivery by logging into ‘My account’.


What happens if you don't have the products I've ordered in stock?

It’s extremely rare that one of the products we offer won’t be in stock.  If this is ever the case though, we can guarantee that you will receive a like-for-like product, which will most likely be the same brand you’ve ordered.   We can promise that you'll certainly never be left pondering why an item has been replaced by a seemingly unconnected alternative!


Is my personal information safe?

Yes.  We're committed to safeguarding your personal details.  

Our credit/debit card payments are made through Sagepay, one of the main third party secure payment services and Creamline Dairies does not store customers' credit/debit card details.

Direct Debit customers' details are stored on our encrypted and secure site with restricted access. They will only be used by Creamline for the purposes of offering you a first class delivery service and collecting payment, and will not be provided to any third party except as required by law.  

Creamline Dairies is a fully accredited Direct Debit processor and is fully PCI DSS compliant.  (Payment Card Industry Data Security Standard).

You have additional protection from the Direct Debit Guarantee which you will see on the bottom of the application form.

We regularly assess new technology for protecting your information to ensure our information handling practices are in accordance with the most stringent industry standards and best practice.


Why do I need to renew my password?

We take the confidentiality of our customers’ data extremely seriously.  By changing your password, you’re helping us to ensure that your personal details are protected.


Can I keep my existing password details when I re-set my password?

Whilst you can update your password with existing details, we’d highly recommend changing your password.  As with all password protected accounts, to ensure your details are secure, it’s always a good idea to update your passwords periodically.


How do I know I won’t get charged twice for orders during the transition?

You can rest assured that we’re handling the transition process with the utmost care and attention, so you don’t need to worry about being charged twice:

-        The last collection day for milk&more Direct Debits will be on September 15th

-        Creamline’s usual Direct Debit collection days will follow the Dairy Crest pattern of the 8th, 15th, 22nd & 29th of the month (if any of these dates falls on an on-banking day, collection will be on the first available later day.

-        

     Our first collection for the group paying on the 22nd will be the 25th to allow sufficient time to lodge details with the paying banks.


What times will I be able to ring if I have a problem?

During the transition period we’re offering extended telephone support hours up to and including Sun 21st September.  You can contact us by phone: 

Weekdays 08.00am -- 19.00

Weekends including Sunday 08.00am ---17.00

0161 474 6911 is for Howley Depot

0161 474 6915 is for Stockport Depot

0161 873 0300 is for Trafford Park Depot

 

If you need any help or support after 21st September, please call:

0161 474 6900 if your local depot is Stockport

0161 873 0300 if your local depot is Trafford Park

01925 232 198 if your local depot is Howley

Usual telephone hours vary from depot to depot but generally 07.30- 15.30 Monday - Friday and   07.30-14.00 Saturday.

 

Will my calls still be received by a call centre in Manila? 

No, absolutely not.  We pride ourselves on being a family run, local business.  If you need to speak to us you’ll be put straight through to one of our knowledgeable and friendly Manchester-based team. 


Is the new website easy to use and log in? 

Yes, it’s extremely easy to use.  In fact, we’ve treated www.creamline.co.uk to a complete refresh to ensure that ordering your dairy and store cupboard essentials online is easier than ever. 

Once you've updated your password, you can simply log onto your account using your username and password. 

In the ‘My accounts’ area, you can manage your deliveries, see your billing information and if you have any queries, you can use this area to direct message us.


Will you be covering the same areas?

Yes, so if you have friends and family who’d like to sign up for online deliveries, they can find out if we deliver to their areas by checking their postcode details on www.creamline.co.uk.  


Will my credit limit be the same with Creamline?

Yes, there won’t be any changes to your credit limit.  

 

Will my payment days remain the same?

Our credit card collections will be made on the same dates as the Direct Debits, ie 8th, 15th, 22nd, & 29th of the month.


Will I be credit checked again for Creamline?

No, you won’t need to be credit checked again.