Complaints and Concerns

Complaints and Concerns About Registered Professionals and Agencies

SUMMARY

Introduction

SRLPDC believes it is important that everyone using a registered language professional or agency should receive the best service possible. However, things can go wrong. If you have a concern or a complaint about one of our registrants, or a registered agency, here is a guide to support you.

A registrant will be a Language Professional who is registered with the SRLPDC. Please check our website to make sure the Language Professional or agency is registered with us.

Any questions about our complaints and concerns process can be sent to us by any of the contact methods mentioned at the bottom of the page

SRLPDC wants to be inclusive for everyone, including those who use BSL. Please let us know if you would prefer to meet face to face.

Please don’t use social media such as Facebook or Twitter to talk about your complaint. Please contact SRLPDC; we will provide information on how to make a complaint. The Board of Trustees are volunteers; we will tell you how long it will take us to look at your complaint and get back to you with our answer.

You can find our full Complaints and Concerns Policy and Procedures on our homepage at www.thescottishregister.co.uk.

Conplaint against a Language Professional

INFORMAL PROCESS: Before you come to the SRLPDC you should try to sort out the issue yourself.

  • Step 1

    • You contact the Language Professional and tell them what the issue is.
    • Give her/him time to reply.

  • Step 2

    • If the answer you get back from the Language Professional does not address your issue, then
    • now is the time to check the SRLPDC website to make sure we are the registering body.
    • If we are not the registering body, try NRCPD or RBSLI.
    • SRLPDC can only look at complaints about Language Professionals registered with us.

  • Step 3

    • If we are the registering body, contact us.
    • We will tell you what information we need
    • We will check the complaint is something we can deal with.
    • If it is, we can move to the formal process

    • The Formal Process

  • Stage 1

    • The Scottish Registrar will contact you to make sure you understand the process,
    • give you information on how long the process will take,
    • give you the name of the person who will investigate your complaint (the reveiwer) and the Board members who will make the decision.

  • Stage 2

    • The Language Professional who the complaint is about will be given details of the complaint including your name,
    • The reviewer will record the Language Professional’s view of what took place.

  • Stage 3

    • The Board members will look at all the facts and make their decision.
    • The Scottish Registrar will send you a letter or video in BSL with the result from the Board.

    • The Formal Process

  • Stage 4

    • You contact the SRLPDC and the Scottish Registrar will tell you how to appeal.
    • You send your appeal to the Chair of the Board.

  • Stage 5

    • The Chair will investigate and produce a report.
    • Members of the Board or external professsionals will make a decision

  • Stage 6

    • The answer will be reported back to you in a letter or video.
    • This decision will be final. There is no other appeal process after this.

    • APPEAL – You can appeal the answer the Board has given you

  • Stage 1

    1-3 weeks

    • You contact the SRLPDC and the Scottish Registrar will tell you how to appeal.
    • You might need time to put your complaint together

  • Stage 2

    1-6 weeks

    • The reviewer will take time to send details of the complaint to the Language Professional
    • The Language Professional will be given time to prepare for an interview
    • Interview takes place with the Language Professional
    • The reviewer needs time to write the report

  • Stage 3

    3 weeks

    • The Board are all volunteers.
    • The Board need time to look at the complaint and the reviewer's report.
    • The letter or video needs to be put together and sent on to you.

  • Stage 4

    2 weeks

    • An appeal must be sent to the SRLPDC Chair within 10 working days.

  • Stage 5

    1 - 6 weeks

    • The Chair and Board may take up to 6 weeks to investigate and make their decision.

  • Stage 6

    2 weeks

    • The Board should send their answer to you within 2 weeks of making their decision.

    • If the complaint is about an Agency registered to the SRLPDC, then the only difference is that before you contact SRLPDC, you should follow the Agency’s own complaints procedure first.

    If your complaint is about a Language Professional or Agency not registered with the SRLPDC, you must contact the registration body they are registered with.

    No one (Board members, the Scottish Registrar) at the SRLPDC will get involved in a complaint about a Language Professional or Agency not registered with us. We will not give any opinion on the complaint.

    If you have a complaint about the Scottish Registrar or a member of the Board, please contact the SRLPDC for advice on what to do.