Customer Compliments, Suggestions and Complaints Procedure
Interpreting and Translation Linguists Collective (LC) Agency values customer feedback, compliments, suggestions, and complaints. This procedure outlines how customers can communicate with LC and how their input will be handled.
Providing Feedback: Customers can provide feedback using our timesheet start system (1-5), which also allows linguists to give feedback on their assignments.
Direct Contact: For confidential compliments, suggestions, and complaints, customers can contact the Admin Team or Manager directly via email (admin[at]linguistscollective.com] or post (Linguists Collective, 38 Mill St, Bedford, MK40 3HD, UK).
Handling Compliments, Suggestions, and Complaints:
- Compliments, suggestions, and complaints about specific linguists will be shared with the linguist unless confidentiality is requested. In such cases, LC will do its best with the available information to take appropriate action.
- Linguists will have the opportunity to respond, and their response will be shared with the customer.
- Linguists will be given an opportunity for learning and improvement.
Internal Actions: Depending on the customer concerns, internal actions will follow two approaches
- LC Employees: Disciplinary actions are detailed here: Disciplinary for Employees.
- Freelancers or Seconded Employees: Disciplinary actions are detailed here: Disciplinary for Linguists and Freelancers.
Submitting Complaints: When submitting a complaint, customers should include the following
- Name and contact details of the customer.
- Reason for the complaint.
- Date and time of the incident.
- Job reference.
- Names of the relevant personnel.
- Details of the complaint or incident, including relevant evidence.
- Expected action or outcomes from LC.