Complaints Policy

Purpose and scope

Papillon welcomes concerns and complaints as an opportunity to put matters right and improve. This policy applies to clients, service users, representatives and members of the public affected by our translation, interpreting, accessibility, learning or digital services.

A complaint may concern service quality, conduct, accessibility, delay, communication, confidentiality, invoicing or any other part of our service. Raising a complaint will not disadvantage the person who raises it.

How to complain

Complaints may be sent to stevekent@papillontranslations.com with the subject ‘Complaint’, or in writing to our registered office. We will provide reasonable adjustments, translated information or another accessible route where needed. A representative may complain with the service user’s authority, subject to safeguarding and confidentiality requirements.

• Tell us what happened, when it happened and the outcome you are seeking.
• Include a Papillon job, booking or invoice reference where available; do not send sensitive documents by ordinary email.
• Urgent safety, safeguarding or data-security concerns are escalated immediately under the relevant policy.

Response stages and timescales

• We aim to acknowledge a complaint within two working days and identify the person handling it.
• We aim to provide a reasoned Stage 1 response within ten working days. If the matter is complex, we will explain why and provide an updated target, normally no later than twenty working days.
• A request for Stage 2 review should normally be made within twenty working days of the Stage 1 response. Where practicable, it will be considered by a person not responsible for the original decision or with appropriate independent advice.
• The final response will explain findings, any remedy or corrective action, and any contractual, commissioner or regulator route that may remain available.

Fair handling, records and learning

We investigate proportionately, give relevant people an opportunity to respond, avoid conflicts of interest and disclose information only on a need-to-know basis. Anonymous complaints will be considered, although anonymity may limit investigation or feedback.

Complaint records, outcomes and corrective actions are retained securely in line with contractual and data-protection requirements. Themes are reviewed to improve training, suppliers, workflows, accessibility and quality controls.