Contact Us

Here you can find contact details for our teams who can help with any support queries you may have within the categories below.

I have a query about...

My Account Authorisation

If you have recently registered for My Account, please note that you will not have access to the full features of My Account until you have been approved by your administrator for security and data protection purposes. Please give 48 hours for approval to be processed, but should you need to contact your administrator…

• SIMS, SIMS Independent and International, MLS and One customers should email 
• BACS users should email
• Partners should email 

Using My Account

Please see the ‘Welcome to My Account! Let's get started...’ Notification for FAQ’s, videos and details of further help and support with using the site. Any general usage queries, bugs, feedback or suggestions should be posted within our Community forums where a member of the team will get back to you.

If you are experiencing major technical issues with the site (e.g. are linked to the wrong account or cannot access information that you should be able to*) then please email 

BACS users can email with any BACS related issues.

My software

You can contact our service desk via the customer service section of your account. Please use the contact details below if you need to speak to somebody directly.

• Basic support customers

• Enhanced support customers
phone: 0844 893 8000*

• Northampton supported customers
phone: 0844 8922406*

• SIMS Independent customers (UK)
phone: 0844 8922405*

• SIMS International customers
phone: +44 1245 454206

• IBS Schools
phone: 01905 765160

• MLS customers (Reading Cloud, Junior Librarian and Eclipse)
phone: +44 (0) 161 449 9357
We operate 0830 to 1630 Monday to Friday excluding bank holidays and the Christmas half term.

• Capita One customers
phone: 0870 2411323*
We no longer accept email as you can now use My Account to log and update your incidents. Please see our recent series of communications (parts 1, 2 and 3 and our FAQs) for more information.

*Call charges to non-geographic numbers
Calls to 0844/0845/0870 numbers will cost 3 pence per minute, plus your phone company’s access charge.

Documentation or support materials

• SIMS customers: Documentation
email: for feedback, comments or problems relating to SIMS documentation, manuals and online help

• SIMS customers: Training materials and datasets

• SIMS Independent (UK) or International customers: Documentation or support materials
phone: +44 (0) 1285 647459

• One customers: Documentation, manuals and online help


• Capita Business Services BACS bureau
phone: 01285 647500 (option 2)


• SIMS customer events
phone: 01234 838080

• SIMS Independent (UK) or International customer events
phone: +44 (0) 1285 647459
email: independent

• One customer events
phone: 01234 838080

• SIMS UAT events

SIMS CDs or software license keys

• SIMS Distribution
phone: 01234 838080

• SIMS Independent (UK) or International distribution
phone: +44 (0) 1285 647459

All other queries

For all other enquiries, including sales or partner enquiries, please contact us through the pages below on our websites:

• SIMS Independent (UK) or International (or call +44 (0) 1285 647459)
• Capita One