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Complaints Policy

How we handle complaints and feedback

LOGINEXA COMPLAINTS POLICY

1. INTRODUCTION

At Loginexa, we aim to provide a reliable, efficient, and professional logistics experience. However, we recognise that issues can arise. This Complaints Policy outlines how users can raise concerns and how we handle and resolve complaints in a fair, structured, and timely manner.

This policy applies to all users of the Loginexa platform ("Platform"), including customers, drivers, and partners.

2. HOW TO SUBMIT A COMPLAINT

Complaints can be submitted through the following channels:

To ensure a fast resolution, please include:

  • Booking reference
  • Description of the issue
  • Relevant photos or evidence (if applicable)

3. COMPLAINT TYPES

We handle complaints relating to:

  • Delivery issues (delays, failed deliveries, incorrect drop-offs)
  • Driver conduct
  • Damage or loss of goods
  • Billing or payment disputes
  • Platform or technical issues

4. RESPONSE TIMES

We aim to respond and resolve complaints within the following timeframes:

  • Initial acknowledgement: Within 24 hours
  • Investigation period: 1–5 business days
  • Resolution outcome: Within 7 business days

Complex cases may take longer, and users will be kept informed throughout the process.

5. INVESTIGATION PROCESS

When a complaint is received, Loginexa may:

  • Review GPS tracking data and timestamps
  • Analyse in-app communications
  • Request statements from drivers or partners
  • Assess photographic or supporting evidence

All investigations are conducted fairly and based on available data.

6. RESOLUTION OUTCOMES

Depending on the findings, we may:

  • Provide an explanation of events
  • Issue a partial or full refund (where applicable)
  • Offer account credit
  • Take action against a driver or user account
  • Reject the complaint where evidence does not support the claim

All decisions made by Loginexa are final.

7. ESCALATION

If you are not satisfied with the outcome, you may request an escalation by replying to the original communication.

Escalated complaints will be reviewed by a senior member of the Loginexa team.

8. DRIVER AND PARTNER COMPLAINTS

Drivers and partners may also submit complaints regarding:

  • Customer behaviour
  • Payment disputes
  • Platform-related issues

Loginexa will review all parties' input before making a decision.

9. ABUSE OF COMPLAINTS PROCESS

Loginexa does not tolerate abuse of the complaints system.

We reserve the right to:

  • Reject repetitive or unfounded complaints
  • Suspend or terminate accounts
  • Take further action in cases of fraudulent claims

10. RECORD KEEPING

We retain records of complaints and their outcomes to:

  • Improve our services
  • Ensure accountability
  • Comply with legal obligations

11. CONTINUOUS IMPROVEMENT

Complaint data is used to:

  • Identify recurring issues
  • Improve driver standards
  • Enhance platform performance

12. CONTACT

For complaints or follow-ups:
Email: support@loginexa.co.uk

We are committed to resolving issues quickly and maintaining a high standard of service across the Loginexa platform.