SHAK STARS LTD · CUSTOMER CARE
Complaints Policy A clear and considered process
We aim to provide practical, clear and professional support with logistics planning, delivery scheduling guidance and transport coordination consultancy. If something has not met your expectations, this policy explains how to raise a concern and how we will review it.
Our commitment
SHAK STARS LTD takes complaints seriously. Feedback helps us understand where our communication, consultancy work or agreed service arrangements may need attention.
We will aim to handle complaints fairly, respectfully and consistently. We will consider the information available, explain our findings in understandable terms and identify appropriate next steps where an issue is upheld.
Raising a complaint will not, by itself, prevent you from making a future enquiry or receiving consideration for other services.
What this policy covers
This policy applies to concerns about services provided by SHAK STARS LTD, including:
- Logistics planning and delivery scheduling guidance.
- Transport option reviews and basic route-planning advice.
- Logistics process reviews and operational recommendations.
- Communication, responsiveness or the handling of an agreed consultancy assignment.
- Whether the work delivered appears consistent with the scope agreed with you.
- Administrative issues, service explanations or the handling of a previous complaint.
This policy does not replace any separate complaint or claims process operated by a carrier, supplier, booking platform or other independent service provider.
How to make a complaint
You can submit a complaint by email or telephone using the contact details at the end of this page. Email is recommended where you need to provide documents, dates or a written account of the issue.
Please explain what happened, which service or communication your complaint concerns, and what you would like us to review. You do not need to use a special form or legal terminology.
If you need assistance communicating your complaint or require a reasonable adjustment to help you use this process, please tell us what would help. We will consider reasonable requests in the circumstances.
Information to include
To help us understand and investigate the issue, please include what you can from the following:
- Your name and a suitable way to contact you.
- The service, project or enquiry concerned.
- Relevant dates, correspondence or reference details, if available.
- A clear description of the issue and its practical effect on you or your business.
- Copies of relevant documents or messages, where appropriate.
- Your preferred outcome or the action you believe may resolve the issue.
Please send only information relevant to the complaint. Avoid including unnecessary personal information or sensitive commercial material.
How we handle complaints
Step 1 — Acknowledgement
We will aim to acknowledge receipt within a reasonable period. Where practicable, the acknowledgement will explain the next steps and identify any additional information we need.
Step 2 — Review
We will review the relevant service agreement, communications, documents and other information reasonably available. We may contact you to clarify facts or ask for further supporting material.
Step 3 — Assessment
We will consider the complaint impartially and in proportion to its nature and complexity. Where the issue concerns a third-party carrier or supplier, we will distinguish between matters within our control and matters that must be addressed by that provider.
Step 4 — Response
Once our review is complete, we will explain our findings, whether the complaint is upheld in full, upheld in part or not upheld, and any appropriate action we propose to take.
Response times: We aim to deal with complaints promptly. The time needed will depend on the complexity of the matter, the information available and whether input from another party is necessary. If a review is likely to take longer than expected, we will aim to provide an update.
Possible outcomes
The appropriate outcome will depend on the facts, the agreed scope of work and any applicable legal or contractual obligations. Where appropriate, possible actions may include:
- Clarifying information or correcting a misunderstanding.
- Providing a further explanation of the service or agreed deliverables.
- Correcting an identified administrative error.
- Considering a reasonable corrective step where work has not matched the agreed scope.
- Reviewing an internal process to help reduce the likelihood of a similar issue.
- Considering a fee adjustment or refund where justified by the agreement and applicable law.
We will explain the basis of our decision. A particular outcome cannot be guaranteed before the complaint has been reviewed.
If you remain dissatisfied
If you are unhappy with our response, please reply to the complaint correspondence and explain which aspects you believe have not been addressed, together with any further information you would like us to consider.
Where reasonably possible, the matter will be reviewed again with regard to the points raised and the information available. We will explain whether the original outcome is maintained or changed.
If a separate independent dispute-resolution scheme or other escalation route is applicable to your particular agreement, we will provide relevant details where appropriate. We do not claim membership of any external scheme unless this has been expressly confirmed.
Third-party carriers and suppliers
Our consultancy services focus on logistics planning, scheduling guidance, transport option reviews and agreed coordination support. Unless expressly agreed otherwise in writing, SHAK STARS LTD does not present itself as the carrier physically transporting goods or as the operator of a transport fleet.
If your complaint relates to a delivery delay, loss or damage to goods, a carrier’s conduct, a supplier’s performance or another independent provider’s decision, we will review any part of the matter that concerns our own services and explain what falls outside our control.
You may also need to raise a separate claim or complaint directly with the relevant carrier, supplier or contracting party. Any assistance we provide with communication or follow-up will depend on the service scope agreed with you.
Complaint records and privacy
We may keep a record of the complaint, relevant correspondence, documents, our assessment and the outcome. Records are used to manage the complaint, maintain appropriate business records, review service quality and meet applicable legal obligations.
Access to complaint information will be limited where appropriate. We may share relevant information with professional advisers or other parties where necessary and lawful to investigate or resolve the issue.
Personal information will be handled in accordance with our Privacy Policy. Records will be retained for no longer than reasonably necessary for the relevant purpose, subject to applicable legal, regulatory and contractual requirements.
Legal rights and other procedures
This policy describes our internal complaint-handling process. It does not remove or restrict any rights or remedies available to you under applicable law, nor does it prevent you from seeking independent advice or using a legally available dispute-resolution or court process.
Where a complaint involves a consumer contract, statutory consumer rights and any applicable cancellation rights continue to apply. The specific rights available will depend on the circumstances and the nature of the agreement.
For information about service arrangements, please also review our Terms & Conditions and Service Cancellation Policy.
Contact SHAK STARS LTD
Please use the details below to submit a complaint or ask a question about this policy.
We are ready to listen.
Please provide enough information for us to identify the service and understand the concern. We will aim to guide you through the next steps.