Customer Care and Complaints Procedure

Our service promise

• Treat every customer and service user with dignity, courtesy, patience and respect.
• Confirm scope, language, format, timescale, price and security arrangements as clearly as possible before work begins.
• Use suitably competent linguists and appropriate quality assurance for the assignment risk and specification.
• Communicate promptly about material delays, queries, incidents or changes rather than allowing uncertainty to continue.
• Offer reasonable adjustments and accessible communication, including language support where reasonably practicable.

When something goes wrong

Contact stevekent@papillontranslations.com and explain the issue and preferred outcome. Front-line concerns may be resolved immediately where possible. A matter that cannot be resolved, or which the customer asks to be treated formally, enters the Complaints Policy process.

• We acknowledge formal complaints within two working days.
• We aim to answer within ten working days, or explain any extension required for a complex investigation.
• Possible remedies include explanation, apology, correction, re-performance, service credit or another proportionate contractual remedy.

Respectful communication

Papillon will remain courteous and expects the same of those contacting us. We will not restrict contact simply because someone is persistent or dissatisfied. We may, however, set proportionate boundaries where communication is abusive, threatening, discriminatory, excessively repetitive or prevents effective service, while preserving a reasonable route for genuine concerns.

Feedback and improvement

Compliments, suggestions and complaints are reviewed for patterns. Learning may result in updated instructions, training, supplier action, workflow changes or additional quality checks. Personal information is used only for handling the feedback and related assurance unless another lawful basis applies.