Complaints Policy
How to complain, what we do with complaints, and how to escalate if you are not satisfied.
How to Complain
- Email: support@portixglobal.com
- Subject line: COMPLAINT — [Your Reference Number]
- Include: your name, submission reference, description of the issue, and what outcome you are seeking
Our Process
- Acknowledgement within 2 business days
- Full investigation and response within 10 business days
- If more time is needed, we will notify you with an updated timeline
Complaints About Partners
If your complaint relates to the performance of a customs clearance Partner, we will refer the matter to the Partner and facilitate communication. Ultimate responsibility for customs clearance services lies with the Partner. Portix Global will cooperate fully in any investigation.
Escalation
If you are not satisfied with our response, you may refer the matter to your relevant consumer protection authority or seek independent legal advice. For data-protection complaints, you may contact the Information Commissioner's Office.