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Complaints Procedure

If you are not happy with our service we want to know straight away.

England & Wales

InSignLanguage Ltd — last updated 22 July 2026 — version 1.1

If you are not happy with our service we want to know straight away. We treat every complaint seriously and use it to improve. This page tells you how to complain, what we will do and how long it will take. It is published under our internal Client Complaints & Feedback Handling Policy (OPS-009).

How to make a complaint

You can complain in whichever way suits you best:

Channel

How

Email

support@insignlanguage.co.uk

In BSL

Record a short video and send it via our secure upload form, or book a VRS slot at no charge

Phone / text relay

Call our bookings team during hours of service

Post

InSignLanguage Ltd, 26 Domum Road, Portsmouth, PO2 0QZ

Through your account manager

If you are a regular client

Please include:

  • your name and how to reach you (and a BSL preference if you have one);

  • the date and reference of the Assignment, if relevant;

  • what happened and how it affected you;

  • what you would like us to do to put it right.

What we will do — and when

  1. Acknowledgement — within 2 Working Days. We will confirm we have received your complaint and tell you who is dealing with it.

  2. Investigation. An independent manager (not anyone directly involved) will look at the facts, speak to those involved and review the records.

  3. Substantive response — within 10 Working Days. We will tell you what we found, what we are doing and what — if anything — we will do to put things right. This may include an apology, a fee credit or a change to our process.

  4. If we need longer. If your complaint is complex we may need more time. We will tell you why and give you a new date — we will not exceed 20 Working Days without your agreement.

Accessibility

We will respond to you in your preferred language and format, including BSL video where you have asked for it.

Escalation

If you are not satisfied with our response, you can ask us to review it. Your complaint will be considered by:

  1. the Head of Operations, then

  2. the Director / Data Protection Lead, then

  3. the Chief Executive.

We will respond to an escalation within 10 Working Days.

Going further

If you have used our internal procedure and you are still not satisfied, you can take your complaint to one of the following, depending on the subject:

Subject

Where to go

Data protection / privacy

Information Commissioner's Office — https://ico.org.uk — 0303 123 1113

Interpreter professional conduct

Their professional register: NRCPD (https://www.nrcpd.org.uk), RBSLI or SASLI

Access to Work

Access to Work, Department for Work and Pensions

General consumer issue

Citizens Advice / Trading Standards

What we learn

We record every complaint in our Complaints Register, look for trends every quarter and feed lessons learned into our quality system (Corrective and Preventive Actions, GOV-003). This is part of our ISO 9001:2015 certified Quality Management System.

How we use your information

We process the personal data you give us in a complaint under our Privacy Notice, section 4.7. We keep complaint files for 6 years from resolution, which is the limitation period under English law.

InSignLanguage Ltd · 26 Domum Road, Portsmouth PO2 0QZ · Company number 10943637 · ICO registration ZC163713 · support@insignlanguage.co.uk

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