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Knowledgebase: Complaints
Current complaints procedure
Posted by Aleks Mladenovic on 12 December 2007 11:51 AM

Unfortunately, things do not always go to plan.  If you find yourself in a situation that you have been unable to resolve yourself with another member, then you may send us your complaint.  Before you do this, please make note of our requirements listed below - we can only process your query if these are adhered to:

Complaints against other members

If you have a complaint against another member, we require proof:

  • If it is regarding late payment; the booking MUST have been confirmed through the exchange
  • Your invoices do not have to have been raised through the exchange
  • You must have done everything in your power to retrieve payment (calling, supply copy invoices, statements, emails etc)
  • We will not handle late payment complaints until more than 4 weeks after the due date has passed
  • All complaints MUST be submitted in writing through our feedback system, we cannot accept verbal complaints
  • If it is regarding service failure; the booking MUST have been confirmed through the exchange
  • All specific details and instructions MUST appear on the order confirmation
  • You must have done everything in your power to resolve the issue with the member directly
  • All complaints MUST be submitted through the feedback system, we cannot accept verbal complaints

IMPORTANT - Please refrain from posting forum topics about complaints / negative feedback.  This does not help the situation and your access to the forums is at risk if y ou post a topic directly or indirectly implicating another member

 

Complaints against the Exchange or our staff

We strive to provide the ultimate customer service experience and will always do whatever we can reasonably do to meet your demands.  If however, our standards are not deemed acceptable we want to know.

Please contact our office manager: Mrs Zemina Calder info@transportexchangegroup.com

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