Complaints Procedure

If something has gone wrong, we want to hear about it. Most problems are resolved quickly once we know, and telling us early usually means we can still do something about it.

Last updated: 27 September 2026.

How to complain

Contact us by whichever suits you:

What to include

We can act much faster with these:

  • Your tracking or booking reference (for example SOAR-TRK004-0025 or SOAR-BK-0001)
  • Your name and the best number to reach you on
  • What happened, and when
  • Photographs, if the complaint is about damage or a shortage
  • What you would like us to do about it

What happens next

  1. We acknowledge it within 2 working days, and tell you who is handling it.
  2. We investigate. For a shipment this means checking the booking, the event history, the truck and voyage records, and speaking to the clearing agent or driver involved. We may come back to you for more detail.
  3. We give you a decision within 14 working days of acknowledging your complaint, in writing, explaining what we found and what we are doing. If the investigation needs longer — goods still in transit or awaiting customs, for instance — we will tell you why and give you a revised date.
  4. If you are not satisfied, reply and ask for it to be reviewed by a director. That review is final on our side.

Damage, loss and shortages

Tell us as soon as you or your recipient notice, and before the goods are disposed of or repaired. Photographs taken at the point of delivery, showing the packaging as well as the item, make the difference between a claim we can pursue and one we cannot.

Claims are assessed against what was booked, the condition recorded at collection and the event history for the shipment. We record every case, what was agreed and any refund or adjustment made.

Delays

Our stated transit time is 4–6 weeks from the date goods are shipped, not from the date they are collected. Vessel schedules, customs, border control, port congestion and vehicle breakdowns can all extend that, and they are largely outside our control. We will always tell you where your shipment is. If a delay has caused you a specific loss, raise it through this procedure and we will look at it.

Complaints about your personal data

If your complaint is about how we have handled your personal information, use the same route and mark it for the attention of our data contact. See our Privacy Notice for what we hold and why.

How we use complaints

We log every complaint with its outcome, and review them to find the patterns worth fixing rather than treating each one as a one-off.