Complaints Procedure

Last reviewed: August 2026

1. How to raise a complaint

Email sales@ainenterprise.com with the subject “Complaint” and include your shipment/enquiry reference, company name, relevant dates, a clear description of the issue and the resolution you are seeking.

2. Acknowledgement

We aim to acknowledge business complaints promptly during normal working hours and identify the person reviewing the issue.

3. Investigation

We may need booking records, photographs, delivery notes, carrier correspondence, invoices or other evidence. Where a complaint concerns an independent carrier, supplier, customs agent or other provider, we may need to obtain information from that provider before giving a substantive response.

4. Target response

We aim to provide a substantive response within 10 business days for straightforward matters. Complex international movements, claims or issues involving third parties may take longer; in that case we will aim to keep the complainant updated.

5. Claims are different from service complaints

Loss or damage claims may be subject to carrier, insurance, convention or contractual notification deadlines. Raising a general complaint does not extend those deadlines, so suspected cargo loss or damage should be reported immediately.

6. Escalation

If you remain dissatisfied, reply explaining which part of the response you dispute and provide any further evidence. We will review whether an additional internal review is appropriate.