Complaints policy

1. Our commitment

Al Saeh Cargo Services L.L.C is committed to handling complaints seriously, transparently, and within a reasonable time. We treat every complaint as an opportunity to improve operations from our Dubai desk, in Arabic and English.

2. Scope of this policy

This policy covers complaints about freight and clearance services linked to the Al Saeh Cargo site — including communication quality, operating delays, document errors, tracking, invoicing within an agreed quote, or support-team conduct. It does not replace the terms & conditions or disclaimer, and does not create a new contractual obligation beyond the written quotation. Proxy-buy complaints from America are handled via the strategic partner portal when applicable.

3. How to submit a complaint

• The form at the bottom of this page (preferred for documentation).
• Email: info@alsaehcargo.com with a subject starting with “Complaint”.
• Phone or WhatsApp: +971 55 630 9665 during Dubai business hours.
• The contact page, stating clearly that the message is a formal complaint.

4. Information we need

• Full name / company and contact details.
• Tracking number, quote reference, or invoice number if available.
• A clear description of the issue and the outcome you expect.
• Relevant dates and events, plus supporting attachments (photos, documents).

5. Response timelines

• Acknowledgement: within two business days of a complete complaint.
• Initial update or outcome: within ten business days in ordinary cases.
• Complex cases (multi-carrier / customs / third parties): we may extend the timeline and will tell you why and what comes next.

6. Handling process

We receive and log the complaint, then review operating data, the waybill, and the written quote when available. We contact you if clarification is needed, then issue a written response with the outcome or handling plan. Data is processed under the privacy policy and may pass through internal automation solely to route the case to the right Dubai team.

7. Possible outcomes

Outcomes may include an operating clarification, a document or tracking correction, an apology, or a commercial arrangement within the limits of the terms, the written quote, and carrier bills of lading. This policy does not mean automatic compensation for indicative delays or circumstances beyond control as described in the terms and disclaimer.

8. Escalation

If you are not satisfied with the first response, request a written escalation within seven days of receiving it, quoting the complaint reference. Escalation is reviewed by a senior Dubai desk lead and a final company-level reply is issued within a reasonable time.

9. Good faith & misuse

We welcome complaints submitted in good faith. We reserve the right to close or decline abusive complaints, repeated complaints without new grounds, or complaints intended to obstruct operations, and will notify you when practicable.

10. Direct contact

Contact us Terms Privacy