Alex Andersen Ølund A/S

Complaint procedure

Complaints must be reported to the dispatcher and/or to - preferably with an explanation, photos, gross weight and cost price.
- must be sent as soon as possible and no later than 24 hours after our delivery.
Complaint then investigates the matter in collaboration with the dispatcher and the driver.

Advertised goods that we replace, we must have the opportunity to get back - regardless of condition - we make the decision whether it should be destroyed or picked up. Goods that are destroyed without our approval, we can unfortunately not replace.

Approved complaints will be assigned a damage number. (FS- xxxx) - this ref. sent to the customer and must appear on the invoice to AAØ.

Rejected complaints with a documented reason are sent to the customer. If the goods are to be returned to the sender, we must receive a booking on this and a return form must be completed.


All tasks are performed in accordance with the Nordic Freight Forwarders' Association's General Regulations (NSAB 2000). The provisions limit our liability for loss, deterioration or damage to goods to SDR 8.33 per. kg. and for delay up to the shipping amount, maximum SDR 50,000 for each order.

During storage, the freight forwarder's total liability for damage in one and the same incident is limited to SDR 500,000 (§ 27). Particular attention is drawn to the fact that claims against the freight forwarder become statute-barred after 1 year (§ 30), and that the lien (§ 14) includes both current and previous claims.

Requirements for freight, etc. must be remunerated regardless of the terms of delivery of the trade agreement (§ 10). Any order is executed with reservations to strikes, lockouts or other force majeure.


As a starting point, we do not replace fines for delays. This with reference to the CMR Act (§32) and NSAB (§19) where we are only liable for damages to the extent "there is some damage as a result of the delay, but not in addition to the freight amount."

We always strive to comply with the agreed deadlines and will as soon as possible inform about a possible. delay.


No VAT must be calculated on transport damage - see VAT instructions here:

The provisions of the CMR Act: