Should there be a complaint about terptree, a member of terptree staff or interpreter working on behalf of terptree, we would first seek to deal with the complaint informally.

terptree takes all complaints seriously and will respect your confidentiality at all times, only sharing confidential information with others once given permission.

All interpreters working for terptree follow the Code of Conduct for Communication Professionals by NRCPD(www.nrcpd.org.uk).

Informal procedure

If you have a complaint:

• Discuss this with the person involved
• Discuss with the Director of terptree

If you are unhappy with the response or would like to discuss things further, you can put your complaint in writing or in BSL on video and send to the Director and the issue/s will be dealt with formally.

Formal procedure

1. Your complaint should be put in writing or on in BSL on video and sent to the Director of terptree
2. terptree will reply within 5 working days to tell you that the complaint has been received
3. terptree will then respond formally either in writing or In BSL on video within 10 working days of the complaint being made
4. a copy of the complaint will be kept on file
5. terptree will investigate by contacting all individuals involved within 14 working days of the complaint being received and will expect those involved to respond within a further 14 working days
6. During the complaint, terptree will ensure that the complainant does not have contact with individuals that are involved in the complaint
7. terptree will create a summary of findings from the investigation and inform all involved within 30 days of receiving all responses
8. If the complaint still has not been resolved after discussions with the Director, the complaint will be referred to an external organisation, usually NRCPD

NRCPD has its own Complaints Code of Conduct for Communication Professionals. A copy of this can be supplied upon request.