IDS aims to resolve most concerns within seven business days and to keep you informed where a complex case needs more time.
What Constitutes a Dispute?
Service Issues
Incorrect or defective documents, missing information, quality problems or application delays.
Delivery Issues
Lost, damaged, delayed or misdelivered parcels, and customs problems.
Billing Issues
Wrong charges, duplicate billing, unauthorised payments or refund disagreements.
Customer Service Issues
Unanswered messages, inadequate remedies, communication or access problems.
Dispute Resolution Escalation Process
Level 1: Initial Contact and Investigation
Acknowledgment within two hours, 24/7. Provide complaint details by email or phone; support gathers the facts and proposes an initial response within 24 hours.
Level 2: Detailed Review
Within 3–5 business days, a senior representative reviews the evidence and proposes a remedy such as a refund, replacement or credit.
Level 3: Management Decision
Within seven business days, management independently reviews disputed findings and provides its decision and implementation timing.
Level 4: Executive Review
For an unresolved exceptional case, an executive review may be requested within ten business days, followed by a final internal decision.
Our 7-Day Resolution Guarantee
Initial acknowledgment within two hours.
Detailed investigation within 3–5 business days.
Most final decisions within seven business days.
Implementation begins immediately after approval.
Complex matters may take longer, with progress updates.
How to File a Dispute
Email support@internationaldriversservices.com or call +44 7546 417559. Include your name, order number, purchase date, order details, a clear explanation, supporting screenshots or documents, the outcome sought, and your preferred contact method.
Possible Resolution Options
Full Refund
Purchase amount returned, processed within 5–10 business days.
Replacement
A replacement document with free expedited shipping.
Store Credit
Credit for a later purchase, potentially with goodwill value.
Partial Refund
A portion of the purchase amount appropriate to the issue.
Service Recovery
A complimentary service or upgrade.
Goodwill Compensation
Additional compensation for inconvenience or service failures.
Our Fair Resolution Principles
Reviews are based on evidence, explained transparently, and handled efficiently and respectfully, seeking a fair outcome for both customer and business.
Limitations of Our Dispute Resolution
IDS cannot overturn provider or chargeback decisions.
IDS cannot control third-party carrier or customs decisions.
Indirect losses and lost profits are excluded.
Submit the dispute within 90 days of the incident.
Completed refunds cannot be reversed without verification.
External Dispute Resolution
You may contact your card issuer or payment provider, a consumer protection authority, or pursue available court or arbitration routes. Internal escalation does not remove those options.
Dispute Resolution FAQs
How long does it take?
Most cases finish within seven business days, with updates for complex cases.
Can I appeal?
Ask for escalation to the next management level.
Is evidence needed?
Relevant emails, photos and screenshots help establish the facts.
What if I remain dissatisfied?
Use the available payment-provider or consumer protection channels.
Is there a charge?
The internal process is free.
Ready to Resolve Your Dispute?
Contact support@internationaldriversservices.com or +44 7546 417559. Support availability: 24/7; average initial response within two hours.
