Background:
Kwintessential strive to ensure that the utmost measures are put in place to avoid potential complaints in respect to quality of service. We do this by:
a) Ensuring that the best match is made between the needs of an assignment and the skills and expertise of the British Sign Language / English Interpreter
b) Ensuring that all information relating to an assignment is clearly documented and communicated in advance to all respective stakeholders
c) Ensuring that only fully qualified individuals with the relevant skills and expertise are appointed to deliver Kwintessential services
Complainants:
Complainants may be either:
a) The individual / organisation commissioning the services of a British Sign Language / English Interpreter or;
b) A British Sign Language / English Interpreter who has been assigned to an interpreting exercise (Interpreters may complain for example, that a client has behaved inappropriately).
Principles:
Kwintessential are committed to ensuring that any complaints are addressed immediately and investigated accordingly.
Process:
1) Complaints should be made to Nikki Carter-Johnson either via phone, in writing, signed and sent in an electronic / DVD format or in Braille. Complaints received via the telephone will be documented during the conversation and sent back to the complainant in either a hard or electronic copy for verification.
2) Acknowledgements will be sent within 2 hours of the receipt of the complaint where possible.
3) Kwintessential will then liaise accordingly between the Client and the British Sign Language Interpreter to fully understand the nature and background to the complaint.
4) All documentation relating to the complaint will be logged and held on file for a period of 3 months.
5) Kwintessential will make every effort to resolve the complaint within 5 working days. However, this duration may be extended where reasonable depending on the nature of the complaint in hand.
Complaints to Date:
0
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