Mechanical
Removals & Installations

Document title - Complaints Policy

Company - Mechanical Removals & Installations Ltd ("MRI Ltd")

Document owner - Managing Director

Version - 1.0

Policy Number: - POL-003

Approved by - Mark Collier Snr, Managing Director

Approval date - 21/01/2026

Effective date - 21/01/2026

Next review date - 21/06/2026

 

COMPLAINTS POLICY

Mechanical Removals & Installations Ltd (MRI Ltd)

 

1. Purpose

This policy defines MRI Ltd’s approach to receiving, managing and resolving complaints in a fair, transparent and timely manner.

As a specialist contractor delivering lifting, transport and installation services, MRI Ltd recognises that issues may arise during complex and high-risk operations. This policy ensures that all concerns are handled professionally and used as an opportunity to improve service delivery.

This policy supports the principles of ISO 9001:2015, particularly in relation to customer satisfaction, feedback management and continual improvement.

 

2. Scope

This policy applies to all services delivered by MRI Ltd, including:

• Mechanical & electrical removals and installations

• AP-led lifting operations and lift planning

• Plant movement and specialist handling

• Transport and heavy haulage activities

• Fabrication and associated works

• Storage and logistics services

It applies to all complaints received from clients, stakeholders or third parties relating to MRI Ltd’s operations.

 

3. Responsibilities

Responsibility for complaint handling is defined as follows:

• Managing Director
  Overall accountability for complaint management, resolution and business improvement

• Management Team
  Responsible for ensuring complaints are investigated, managed and resolved appropriately

• Supervisors & Operational Leads
  Responsible for reporting issues promptly and supporting investigations where required

• Employees and Operatives
  Responsible for reporting concerns, incidents or client dissatisfaction where identified

 

4. Commitments

MRI Ltd is committed to the following:

4.1 Fair & Transparent Handling

• Treating all complaints seriously, respectfully and without bias

• Ensuring complaints are handled in a fair and consistent manner

• Maintaining transparency throughout the process

4.2 Timely Response

• Acknowledging complaints promptly upon receipt

• Responding within a reasonable and appropriate timeframe

• Keeping the complainant informed throughout the process

 

4.3 Thorough Investigation

• Investigating all complaints proportionately and based on available information

• Involving appropriate personnel or management where required

• Establishing facts clearly before determining outcomes

4.4 Resolution & Corrective Action

• Providing clear and practical resolutions where appropriate

• Taking corrective action to address identified issues

• Implementing preventative measures to reduce the likelihood of recurrence

4.5 Communication

• Maintaining clear and professional communication with the complainant

• Providing feedback on outcomes and actions taken

• Ensuring expectations are managed throughout the process

4.6 Confidentiality

• Protecting the confidentiality of all parties involved

• Handling complaint information responsibly and securely

 

5. Operational Approach

MRI Ltd maintains a structured approach to complaint management through:

• Receiving and recording complaints through defined channels

• Prompt acknowledgement of all complaints

• Allocation of responsibility for investigation

• Assessment of the issue and identification of root causes

• Communication of findings and agreed actions

• Implementation of corrective and preventative actions

• Monitoring outcomes and reviewing effectiveness

Complaints and outcomes are reviewed during management reviews and SHEQ meetings to ensure learning is applied across the business.

 

6. Continuous Improvement

MRI Ltd is committed to continuous improvement by:

• Reviewing complaints to identify trends and recurring issues

• Using feedback to improve service delivery, planning and operational processes

• Strengthening controls and procedures where required

• Improving client satisfaction through proactive response to feedback

 

7. Review

This policy will be:

• Reviewed regularly and at least annually to ensure continued relevance and effectiveness

• Updated in line with changes in business operations, legislation and industry expectations

Next Review Date: 21/06/2026

 

8. Approval

Approved by:

 

Mark Collier Snr
Managing Director
Mechanical Removals & Installations Ltd

 

9. Contact

For further information or to submit a complaint:

enquiries@mri-online.co.uk
01474 354500

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