How to raise a complaint
Email enquiries@freightcustomsclearance.co.uk with “Service complaint” in the subject line, or write to the registered office: Freight Customs Clearance Ltd, G18 8 Lombard Road, Lombard Business Park, Wimbledon, London, SW19 3TZ.
What to include
- Your name, business and preferred contact method.
- The shipment, quote or service reference where available.
- A clear description of what happened and when.
- Relevant messages, documents or evidence.
- The outcome you believe would resolve the concern.
What happens next
The company will acknowledge a written complaint, identify any urgent operational risk and review the relevant instructions and records. The acknowledgement will explain the next steps and the expected response timetable based on the nature and complexity of the concern.
Fair review
The complaint will be reviewed objectively. If another organisation controls the disputed charge, customs decision, port status or transport action, the response will explain that distinction and identify any evidence available for escalation to that party.
Data concerns
If the concern relates to personal information, state this clearly so it can be handled under the privacy process. You also have the right to complain to the Information Commissioner’s Office about data protection matters.