Our Procedure
Introduction
Every year Clear Voice provides language services to thousands of people via interpreting and written translation services. We recognise that from time-to-time things can go wrong and there are several informal channels through which we hope problems can be resolved at the earliest opportunity and to the satisfaction of all parties.
Many complaints can be resolved very quickly and without having to make a formal complaint. It is important to let us know that you are unhappy and to give us a chance to put things right. Please speak to our Operations team or your Account Manager who may be able to help straight away. If you still feel a formal complaint should be raised, or you still have concerns, then they may pass details of the issue on to the Complaints department on your behalf or you can use our formal complaints process directly.
In cases where an informal solution cannot be found, mechanisms need to be in place should a complaint arise, and our Complaints Policy may be invoked.
Purpose
We always aim to achieve a speedy and amicable resolution for all parties; genuine complaints will be treated seriously and impartially, according to the procedures set out in this policy.
Scope
This policy explains how complaints about Clear Voice’s services and the handling of personal data can be raised, recorded, investigated, resolved and appealed.
Responsibility
The CEO and Senior Leadership Team are responsible for ensuring that this policy is implemented and maintained. The Complaints Coordinator and Senior Quality Manager are responsible for overseeing the complaints process described in this policy.
Making a Complaint
Who can complain?
Anyone accessing Clear Voice’s services may complain. We will normally deal directly with you. We may also communicate with a representative where you have authorised us to do so or where another lawful basis permits this. If you need support to make your complaint, including an interpreter, please let us know.
Raising a complaint
Complaints can be raised in a variety of ways:
You can email [email protected]
You can use the formal complaints contact form on this website
You can telephone 0800 817 4777
You can put the information in a letter and post it to:
Clear Voice Complaints, Charlton House, Dour Street, CT16 1AT
Your complaint does not need to be written in English. You may submit it in your preferred language, either yourself or with help from someone else, and we will arrange for it to be translated. If you need interpreting or translation support to make your complaint, please inform your Clear Voice Account Manager or Translation Project Manager so that this can be arranged at the start of the process.
Complaints Handling
Each complaint is recorded and investigated. Your complaint will be logged onto our central complaints register and you will be sent an acknowledgement email, with a unique reference number. The complaint will be investigated, and we will let you know the formal outcome via email. Clear Voice aims to resolve all complaints within five working days. However, if the issue is complicated, we will email you and let you know what is happening and how long we think it will take us to reach a conclusion to your complaint.
Upon resolution a report is generated documenting the following:
- The root cause of any problem and suggested follow-up actions designed to prevent a reoccurrence.
- A documented record of the action taken when investigating the complaint.
- Outcome of the complaint (whether the complaint has been upheld) and the corrective/preventive action to be taken where applicable.
All complaints from customers are reviewed by the Complaints Coordinator and Senior Quality Manager. Discussions are held to review patterns, trends, root cause analysis and agree corrective/preventive action to be implemented. Findings are shared with the Senior Leadership Team, CEO, and the board of non-executive directors.
The policy owner will review this policy annually and determine whether an earlier review is required following material legislative, regulatory, contractual or operational changes.
Complaint Process
The Complaints Coordinator is responsible for handling the complaint, which includes the following steps:
- Acknowledging the complaint via phone or email (or both) within one working day of receipt of the complaint. Clarifying the complaint and requesting further information if appropriate.
- Informing the linguist of the complaint and obtaining any information from them as deemed necessary.
- Recording all the information on the complaint register.
- Completing a full investigation to produce an outcome and follow up actions. Liaising with relevant departments and Senior Quality Manager as appropriate.
- Outcome and corrective actions taken to resolve the complaint are provided to all parties within five working days. If an outcome cannot be reached at that time, communication is issued to confirm the new expected resolution date.
- Full details of the complaint, investigation, outcome and corrective actions taken are recorded and the complaint is then closed.
- Root cause analysis conducted by the Quality team following the resolution of the complaint and business improvements are implemented where necessary.
- The Complaints Coordinator or Senior Quality Manager will contact you to ensure corrective actions taken have been effectively addressed and the complaint has been resolved to your satisfaction.
- Regular meetings are held within the Quality and Senior Leadership Team to evaluate and monitor complaints, review action taken, monitor progress and implement further action that may be required to address complaints.
In the unlikely event that you are not completely satisfied with the outcome of the complaint you can escalate this by way of an appeal.
- An Appeal should be made within five working days of the complaint resolution date.
- The appeal is allocated to a member of the Senior Leadership Team, ensuring that they are independent of the original complaint investigation.
- A response proposing a final resolution is issued within five working days of the appeal being received.
- Should the issue not be resolved, the complaint is escalated to our professional membership body, the Association of Translation Companies (ATC) and an independent arbitration committee.
- If applicable you may be entitled to ask the relevant professional interpreting/translation body to also consider the matter. These include:
- National Register of Public Service Interpreters (NRPSI)
- Association of Police & Court Interpreters (APCI)
- Chartered Institute of Linguists (IoL)
- Institute of Translation & Interpreting (ITI)
- International Association of Conference Interpreters (AIIC)
- National Register of Communication Professionals with Deaf & Deafblind People (NRCPD)
- Association of Sign Language Interpreters (ASLI)
How to make a Data Protection Complaint
If you are unhappy with how we handle your personal data, you have the right to raise a complaint with us.
Complaints can be raised in a variety of ways:
You can email [email protected]
You can use the formal complaints contact form on this website
You can telephone 0800 817 4777
You can put the information in a letter and post it to:
Clear Voice Complaints, Charlton House, Dour Street, CT16 1AT
Please provide:
- Your name and contact details
- A clear description of your concern
- Any relevant dates or reference numbers
What Happens Next?
- We will acknowledge your complaint within 30 days of receiving it.
- We will investigate your concerns.
- We may contact you if we need further information.
- We will respond as soon as possible and without undue delay.
Our response will explain:
- What we have found
- Whether any action has been taken
- What happens next
If You Are Not Satisfied
If you remain unhappy with our response, you have the right to complain to the Information Commissioner’s Office (ICO):
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Website: https://ico.org.uk