Reach the right desk.
Email is the primary channel. Pick the inbox that matches what you need and we will reply within two business days.
Email by department.
- General enquiries
- support@portixglobal.com — New shipment enquiries, general questions, partner match status.
- Customer relations
- customer-relations@portixglobal.com — Existing customer queries, partner feedback, escalations.
- Privacy & data protection
- privacy@portixglobal.com — UK GDPR subject access requests, data corrections, erasure requests.
- Operations
- ops@portixglobal.com — Partner network enquiries, supplier-side correspondence.
- Response SLA
- Within two business days. Complaint acknowledgement within two business days, full response within ten.
Common questions.
How long until you respond to an enquiry?
Partner match is usually delivered within two business days. Email enquiries to support@portixglobal.com receive a reply within two business days. Complaint acknowledgements within two business days, full response within ten business days per our Complaints Policy.
Do you charge for the partner match?
No. Portix Global is paid a referral fee by partners in our network, not by customers. The customs work itself is charged by the matched partner directly to you.
Can I speak to a human?
Yes. Email support@portixglobal.com and we will reply by email. We do not currently operate a staffed phone line; everything is by email so there is a record on both sides for HMRC purposes.
What if my enquiry is urgent (NOVA window, time-sensitive)?
Mark the subject line URGENT and explain the deadline. Vehicle imports facing the 14-day NOVA window are flagged for same-day partner outreach.
How do I make a complaint?
Email support@portixglobal.com with subject "COMPLAINT —" followed by your reference number. We acknowledge within two business days and respond fully within ten. See our Complaints Policy for full details.
How do I request my data under UK GDPR?
Email privacy@portixglobal.com with your name, the email address you used to enquire, and what you would like to access, correct, erase, or restrict. We respond within statutory time limits.
Where are you registered?
Portix Global Ltd is registered in England and Wales. Company number on file with Companies House. Registered for data processing with the Information Commissioner's Office.
Do you ever hold my money?
No. Portix Global never receives, holds, or processes customer funds. All payments for customs services are made directly between you and the matched approved partner.
If you need to go further.
- UK ICO
- For data protection complaints, you have a statutory right to contact the Information Commissioner's Office at ico.org.uk.
- HMRC
- Disputes about customs declarations or duty calculation are between you and your matched partner and HMRC. Portix Global does not file declarations.
- Partner disputes
- Email customer-relations@portixglobal.com with your reference number and the partner's name. We will facilitate communication, though contractual responsibility for customs work lies with the partner.