Our approach
We take customer concerns seriously and aim to review them fairly, communicate clearly, and identify an appropriate resolution.
How to submit a complaint
Email support@nextway.delivery with:
- Your full name and company, where applicable
- Booking or shipment reference
- Description of the issue
- Relevant dates and locations
- Supporting documents or photographs
- The outcome you are seeking
What happens next?
- Acknowledgment: We will acknowledge receipt within [to be confirmed].
- Review: We will review the available information and may contact you for clarification or additional documentation.
- Response: We aim to provide a substantive response within [to be confirmed], or explain when additional investigation is required.
- Resolution: Where appropriate, we will explain the proposed next steps or available remedies.
Cargo claims
Loss, damage, shortage, and delay claims may be subject to strict notice requirements and legal deadlines.
Please notify the relevant party promptly and retain the shipment documents, packaging, photographs, and other evidence that may be relevant.
The complaints process does not extend or replace any mandatory claim deadline.
Escalation
If you remain dissatisfied, you may request a review by [to be confirmed] using support@nextway.delivery.
Any rights to external dispute resolution or legal remedies remain subject to applicable law.