We do recognise that occasionally things can go wrong, and you may not be satisfied with the level
of service which you have received.
If this happens and you wish to contact us about your experience our Customer Services team are
available to help you Monday to Friday 9am – 5pm, Saturday 10am – 5pm.
Please call them on 0115 2000 880 or email info@mpowerinternational.co.uk. A complete list of
other contact options is available on our contact us page online.
OCargo Express t/a MPower International Ltd is not a regulated company and all complaint decisions
are made internally.
We will aim to resolve a complaint within 10 working days or, for highly complex complaints, within
28 days.

When you contact us

Please have the below information to hand to allow our team to handle your complaint as promptly
and efficiently as possible.
1. Your reference number (Found on your invoice).
2. Shipment date when the parcel was sent or received
3. Sender’s details name/company, address including postcode
4. Recipient’s details name/company, address including postcode
5. Description of your complaint what has happened,
       – the current status and
       – what you would like us to do
6. Your contact details name, telephone number, email address

To help you with your complaint, we suggest:

• If you phone us, keep a note of when you called us and the Customer Services team member
  you spoke with
• Retain copies of emails until your complaint is resolved

Potential outcomes from your complaint

•  We will apologise for the experience which you have had to contact us about
• We will explain where possible what went wrong
•  We will resolve your complaint according to your desired outcome where possible, and
  where we are unable to do this clearly explain our reason why
•  We will consider whether a goodwill payment is appropriate
• Please visit *www.munlogistics.com* for terms and conditions on Loss, Delays, Insurance
  and Prohibited items
•  All business of the Company is transacted under the current edition of the OCargo Express
  Ltd t/a MPower International terms and conditions.
• If we have been unable to resolve your complaint, the team will escalate your complaint to
  the Head of Customer Services, whose decision will be OCargo Express Ltd t/a MPower
  International final response and no further recourse will be available.

What happens during the 10 working day period:

1. Internal investigations, searches or inquiries are conducted across the entire network.
– Results will be included in our response.
2. If a payment has been awarded a credit note will be sent out to the account holder via
email.
3. If the customer is not satisfied, the case will be escalated to the Customer Service Manager.
4. Credit notes will be paid out within 7 working days if redeemed as cash. We also offer credit
notes as gift vouchers redeemable on your next shipment.

Alternative Dispute Resolution

It is our intention to resolve all complaints but where we are unable to settle the complaint we
advise you to seek alternative dispute resolution. Please note OCargo Express Ltd t/a MPower
International is not liable for any costs incurred.