More than three decades after achieving our first quality certification, we’re proud to once again be recognised for excellence at Universal Forwarding, marking a full-circle moment for our team.
We were officially awarded ISO 9001 certification in October, reaffirming our ongoing commitment to the highest standards of quality management, service and communication.
Universal Forwarding was founded in 1989 by Phil Naylor and Trevor Harbottle. Since then, we’ve grown from a two-person operation into the largest independent freight forwarder operating from Newcastle Airport. Today, we employ 20 people and continue to be led by our original founders alongside fellow Director Andy Hanson, who joined the business in 2006.
We first achieved BS 5750 certification (the predecessor to ISO 9001) in 1992, becoming the first freight agent at Newcastle Airport to receive the standard – an achievement that was covered in the local press at the time. More than 30 years later, this latest certification reflects both continuity and progress: the same directors, the same focus on service, and an expanded range of capabilities.
From our early days ‘achieving the impossible’ through aircraft charters and on-board couriers, we now handle imports, exports and domestic shipments by air, road, courier, and sea across most industry sectors. In response to customer demand, we’ve also recently launched a temperature-controlled delivery service and expanded into larger, more secure warehouse facilities.
We remain proudly local, with strong roots in the North East business community and long-standing relationships with both small enterprises and major blue-chip clients. Maintaining the human touch has always been central to how we work, which is why we still operate without automated phone systems and prioritise clear, direct communication.
Reflecting on the journey
As we celebrate this milestone, our Co-Founder Trevor Harbottle reflects on the journey we’ve taken over the past three decades and what continues to set Universal Forwarding apart in the Q&A below.
How does it feel to come full circle with this latest ISO award?
“I guess it’s a ‘rubber stamp’ confirming that after all these years, we’re still doing something right! This achievement is down to the hard work, commitment, and work ethic of our great team.”
You must have handled some extraordinary consignments over the years. Are there any that particularly stick out in your memory?
“Picking out one or two seems unjust, but I’ll give you an insight into the range of commodities we’ve handled. We recently airfreighted two Morgan cars to Vietnam, and we’ve even flown live lobsters all over Europe.
“We’ve imported a gold-plated Nissan Patrol and exported an F1 McLaren supercar. We’ve also imported packaging for specialty teas now found on the shelves of Knightsbridge stores and exported brain tissue for bioscience institutes around the world for research.
“We regularly had freight on BA001 – Concorde – and today we move freight on Emirates Airlines from Newcastle Airport most days. However, all consignments are equally important to us, and everything we handle receives the same care and commitment.”
Universal Forwarding is known for its hands-on approach and commitment to personal service. Why is that ‘human touch’ still so important?
“In the current climate of automated services and robotic communication – something we’ll never introduce – the overwhelming feedback from the businesses we work with is that they choose Universal Forwarding because we are available 24/7 and will always go the extra mile to satisfy their requirements and those of their customers.
“It’s quite humbling that many customers regard us as an extension of their own operations teams and use Universal Forwarding as their offsite logistics department.”
Finally, what’s next? How do you see the business evolving while keeping its North East roots and values at the heart of what you do?
“We’ve had opportunities in the past to become part of larger international forwarding groups, but we’ve always resisted. We don’t want our customers or staff to become a statistic on someone’s spreadsheet, reviewed by a CEO in another country who’s more interested in profit and productivity than delivering reliable service and supporting businesses here in the North East.
“We hope that this recertification will give potential customers confidence in the quality of service we can offer their company. If we stay true to our principles and maintain our commitment to service, we’ll continue to evolve naturally and retain our position as one of the largest forwarders in the North East.”
As we celebrate our renewed ISO 9001 certification, the milestone represents more than recognition of quality. It reflects our endurance, adaptability and the strong relationships we’ve built over time.
For our directors and team, the future is about maintaining that balance: combining modern systems and services with the same personal approach that has defined Universal Forwarding since day one.
