Client Complaints & Feedback Policy

Purpose 

This policy ensures that ClickBSL clients have a clear, accessible process to raise complaints or share feedback. It guarantees that issues are handled promptly, fairly, and respectfully, with the aim of improving the service. 

Scope 

This policy applies to all ClickBSL services, including interpreting, customer service, technical support, and device provision. 

Feedback 

- Clients are encouraged to share feedback regularly to help improve ClickBSL. 

- At the end of each ClickBSL call, clients will be given the option to leave quick feedback on their experience. 

- Feedback can also be provided via email, phone, or through the customer portal (if applicable). 

- All feedback is reviewed by the ClickBSL Service Delivery Manager and used to identify improvements. 

Complaints Procedure 

- Informal Resolution: Clients should raise concerns as soon as possible with the ClickBSL Service Delivery Manager or support contact. Wherever possible, complaints will be resolved informally at this stage. 

- Formal Complaint: If the issue cannot be resolved informally, clients may submit a formal complaint in writing, or by video. The complaint should include details of the issue, dates, and any supporting evidence. The ClickBSL Service Delivery Manager will acknowledge the complaint within 5 working days. 

- Investigation & Response: Complaints will be investigated thoroughly and fairly. A full response will be provided within 14 working days, outlining findings and any actions taken. If further time is required, the client will be informed. 

- Escalation: If a client is dissatisfied with the response, they may escalate the complaint to the Strategic Director of Positive Signs Ltd. The decision of the Strategic Director will be final. 

Commitment to Fairness 

- All complaints will be treated confidentially and with respect. 

- Clients will not face discrimination or negative treatment for raising a complaint. 

- Outcomes will be communicated clearly in BSL and/or English, depending on client preference. 

Policy Review 

This policy will be reviewed annually or sooner if legislation, service models, or client needs change.