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You are in: RLNYH > About Us > Customer Charter Customer Charter
Whatever support services you need, you have the right to be treated with care and professionalism by us, or
any of our agents providing a service on our behalf. Our Customer Charter is your guide to what to expect from
us in terms of customer care.

Working Together
Through our mission of "Promoting languages and international communication skills for business and
employability", we aim to achieve the highest standards of customer satisfaction, but can only achieve this if the
information you give is accurate and complete.

We believe that we can only be successful through working in co-operation and with the support of our customers
and stakeholders. That is why we are committed to providing effective and efficient service in a professional
manner. To ensure that we live up to this commitment we have set ourselves the following, minimum customer
care standards.
We will:
  1. identify ourselves by name on the telephone and in letters, and be courteous and helpful when
    you contact us. All field staff will carry business cards identifying themselves;
  2. meet personal callers within 10 minutes of arrival;
  3. put your interests first
  4. find what you are hoping to achieve, and aim to make sure that your expectations are realistic;
  5. make every effort to explain things clearly, and in plain language
  6. agree with you the type of service you can expect to receive;
  7. keep you informed of any agreed action resulting from an intervention, and aim to work with you until
    your expectations are met;
  8. respond to your phone calls and letters in a timely manner;
  9. treat all clients fairly, and not discriminate against anyone, regardless of race, sex, sexual orientation
    or disability; and,
  10. keep what you tell us confidential, and refuse to act for anyone else if doing so could compromise
    that confidentiality.

Improving our services
We are keen to improve our high level of customer service and to that end welcome any comment, either
complimentary or critical, that you feel might contribute to this aim. It is not necessary to give your name if
you do not wish to do so. We also seek views on our service by an independent customer satisfaction survey,
conducted on a six monthly basis.

It is our plan to extend this by surveying customers over a rolling three year basis, depending on our organisa-
tion carrying on being funded to deliver the Information Advice Guidance (IAG) services. The results of this will
be published in our annual reports, and will assist us in monitoring our performance in providing existing
services and helping us to provide new services where needs are identified.

Customer Service Complaints Procedure
The Regional Language Network Yorkshire & Humber is committed to providing a quality service and the highest
standards of conduct. One of the ways in which we can continue to improve our service is by listening and
responding to the views of our customers.
We aim to ensure that:
  1. making a complaint is as easy as possible
  2. we treat a complaint as a clear expression of dissatisfaction with our service which calls for a response
  3. we treat all complaints seriously
  4. we deal with it promptly and professionally
  5. we respond with an explanation or an apology where we have got things wrong, and with
    information on any action taken.
  6. We learn from complaints and use them to improve our service.

Making a complaint:
Please write or email your complaint, including:
  1. As much detail as possible, so that we can investigate and respond accordingly.
  2. Full contact details, so we can respond, as well as your preferred method of response
         (i.e. email or letter)
  3. All complaints should be addressed to:
         Regional Language Network Yorkshire & The Humber The Quadrant, Suite 7 Parkway Business Park
         99 Parkway Avenue Sheffield, S9 4WG or email: complaints@rlnyh.com

What happens next?
  1. All complaints are logged in a central location.
  2. We will acknowledge your complaint in writing within 5 working days of receipt and explain
    who will be dealing with your complaint.
  3. We may contact you for further information if necessary during our investigation.
  4. We will provide you with a written explanation of our findings within 15 working days of the original
    receipt of your complaint.
  5. We aim for a resolution at this stage but if you believe that your complaint has not been dealt with
    properly, you should contact : sandra.potesta@rlnyh.com, at the above postal address or on
    0114 227 0579
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