Complaints Handling Policy

Our formalized approach to feedback and dispute resolution, aligned with UK ISO 9001 and 10002 standards.

1. Professional Impartiality

CargoOneX maintains a strict policy of impartiality. All complaints are investigated by personnel who are entirely independent of the department or specific action referenced in the complaint.

Our goal is a fair, data-driven resolution that maintains the high professional standards expected of CargoOne Pro Systems.

2. Lodging a Formal Dispute

To ensure a formal record and appropriate escalation, complaints must be submitted through our official channels:

  • Digital Submission: via the 'Formal Complaint' form in the Admin Management Portal.
  • Verified Email: complaints@cargoone.pro (must be sent from an authorized corporate account).
  • Mailed Documentation: Governance & Compliance Dept, CargoOneX, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ.

3. ISO-Aligned Resolution Framework

We operate a standardized 3-tier escalation framework for all hardware and software related disputes:

1
Stage 1: Acknowledgment
Receipt of the complaint will be confirmed within 12 working hours, providing a unique ADR (Alternative Dispute Resolution) case ID.
2
Stage 2: Technical Review
A comprehensive audit of system logs, API records, and communication histories is conducted within 5 working days.
3
Stage 3: Adjudication
The Head of Compliance reviews the investigation findings and issues a formal Written Determination within 10 working days.

4. Statutory Escalation

If you are dissatisfied with our final adjudication (Stage 3), you have the right to escalate the matter to the relevant UK ombudsman or utilize Alternative Dispute Resolution (ADR) services as mandated by the Consumer Rights Act 2015 for business-to-business software transactions.

Governance Department

Our compliance team is dedicated to maintaining the integrity of the CargoOneX ecosystem through transparent and rigorous dispute handling.

Contact Governance Desk

Policy Revision: V3.1-2026 | ISO Compliance Reference ID: CX-COMP-9001