Complaints & claims

1. How to contact us

Use Contact us and identify the message as a complaint, charge query or shipment claim. If a problem concerns a particular carrier booking, also use the reporting channel on that booking. You do not need to create an account to complain.

Tell us your name, contact email, relevant quote/batch/booking reference, a brief chronology, the problem, supporting information and the outcome you are seeking. Provide only relevant documents and redact unrelated personal or payment information. Do not include your password or verification codes. Ask for an accessible communication format if needed.

• Contact us
• Company details
• Privacy policy

2. What is a complaint and what is a shipment claim?

A platform complaint concerns our website, account, estimate, customer service, accessibility or handling of a transaction. A shipment claim concerns loss, damage, delay or another event under an actual carriage or protection arrangement. A price correction or disputed remeasurement can involve both. We will explain which process applies without using that distinction to deny responsibility for our own work.

The current workspace does not create live bookings or sell cover. If you used a carrier independently, the carrier’s contract is your starting point; give us only the information relevant to a platform issue. When FindXTrade bookings launch, the confirmation must identify the responsible parties and claims channels. Reporting an issue here should not be assumed to notify an unrelated carrier or insurer automatically.

3. Our complaint process

We aim to acknowledge complaints within three UK working days and provide an initial substantive response or progress update within ten UK working days. These are service aims, not a promise that every investigation will finish within ten days. If another response deadline is required by law or the applicable regulated process, that deadline takes priority.

We will identify the issue, review relevant records, ask for necessary clarification, consider the remedy and explain the outcome. If more time is needed, we will explain why and give the next update date. A response should address the facts and the available correction, refund or other remedy. We will not require a complaint to be withdrawn as a condition of providing a statutory entitlement.

If you disagree, reply asking for a further review and explain the remaining points. We will arrange a fresh consideration where practicable, identify any further internal route and explain any relevant external route. Please keep your reference and copies of correspondence. Raising a complaint does not itself extend a legal or carrier notice deadline.

4. Immediate steps for loss, damage or delay

If goods may be dangerous, leaking or unsafe, protect people first and follow emergency/carrier instructions. Do not open, move or repackage unsafe cargo simply to obtain photographs. For ordinary loss or damage, report the event promptly, preserve the goods and packaging and avoid disposing of evidence before the responsible party can advise.

• Keep the booking confirmation, transport document, tracking history, collection/drop-off receipt and delivery evidence.
• For damage, take clear photographs of the outer packaging, labels, cushioning and affected goods where it is safe. Note any visible damage at delivery if the carrier process permits; lack of a note does not automatically remove every legal right.
• Provide an accurate item description, quantities, purchase/value evidence, measured weight and dimensions, and the relevant dates. Use an appropriate secure channel for sensitive documents.
• For non-delivery or a disputed delivery scan, explain who checked the receiving address and what is wrong. Do not make a false allegation, alter evidence or submit multiple claims for the same loss without disclosure.
• Ask the carrier/insurer about the applicable notification and formal-claim deadlines immediately. The period depends on mode, route, contract and law, and can be short. An initial support enquiry may not be the required formal notice.

5. Assessment and possible outcomes

The responsible party may need proof of loss, damage, causation, value, compliant packing, timely notice and entitlement to claim. Compensation can depend on actual loss, applicable carrier/convention limits and any valid additional protection. Declared value or a comparison field is not a guarantee that the full retail or consequential value will be paid.

FindXTrade will consider its own responsibility separately from the carrier’s or insurer’s. We may help transmit relevant evidence where authorised, but will not promise a successful claim or a compensation amount that the agreement and law do not support. Any settlement should explain the calculation and the rights being settled. We do not require a broad release of unrelated statutory rights simply to investigate a complaint.

Where a notification or evidence requirement is legally binding, we will explain it and any permitted alternative. These general pages do not impose one new claim deadline on all shipments. Applicable mandatory law, statutory limitation periods and consumer remedies continue to apply.

6. External escalation and privacy complaints

You can seek independent advice or use a court, regulator, consumer authority, ombudsman or alternative dispute resolution scheme where it has jurisdiction. We do not claim membership of a particular ADR scheme or Financial Ombudsman coverage unless this is confirmed for the relevant service. Where the law requires us to identify an appropriate ADR body and explain participation, we will do so in the response or applicable transaction documentation.

For privacy concerns, you may complain to the UK ICO or your applicable local supervisory authority without completing our internal complaint process first. Insurance-related escalation depends on the actual regulated provider and product. Payment-provider dispute processes may also be available; their deadlines are separate. Nothing here prevents urgent legal action or limits a mandatory remedy.

• ICO complaints ↗
• Privacy rights