Complaint Policy

Last updated: August 2026

Hoang Khang welcomes customer feedback. This policy explains how we receive, handle, and respond to complaints related to import-export and logistics services.

1. Scope

Applies to complaints about service quality, timelines, documents, quoted charges, service attitude, or issues arising while performing contracts/orders with Hoang Khang.

2. Intake channels

  • Email: info.hklogisticsvn@gmail.com
  • Phone/hotline on the website
  • “Request consultation” / “Contact” forms on the website
  • In person at the transaction office (during business hours)

When submitting a complaint, please provide: full name, phone/email, order/contract ID (if any), a description of the issue, and related documents (photos, paperwork, minutes…).

3. Handling process

  1. Intake: log and acknowledge receipt within 1–2 business days.
  2. Classify & verify: specialists review the file and coordinate with related parties (internal/carriers/customs if needed).
  3. Propose a resolution: notify the outcome or expected handling direction.
  4. Implement & close: carry out the agreed measures and archive the case.

4. Handling timelines

  • Ordinary complaints: respond within 5–7 business days after receiving complete information.
  • Complex complaints (involving multiple parties, customs documents, cargo loss…): may take longer; we will provide periodic progress updates.

5. Handling principles

  • Transparent, objective, and respectful of customers’ lawful rights;
  • Prioritize cooperative resolution consistent with the contract;
  • Keep complaint information confidential under the Privacy Policy.

6. Cargo / loss complaints

For loss/damage claims, please notify us promptly and provide site reports, transport document photos, invoices, and other evidence required by insurers/carriers (if any). Hoang Khang will help coordinate claims with related parties within contractual responsibility.

7. HR / recruitment complaints

Candidates with feedback on the recruitment process may email HR using the details on the Recruitment. We will review and respond appropriately.

8. Contact

Customer Care – Hoang Khang Trading and Import-Export Services Co., Ltd.

Rules & policies