Listening & Engaging

Over Summer we engaged with you, our partners, in London and Birmingham in face to face forums, through Survey Monkey and during 1:1 meetings. One of the most important messages we received was that you weren’t quite sure how to comment, complain or give feedback; in your words “How to get my voice heard”. Our name “Clarion” comes  from the Latin word for “clear” because we want to be clear, honest and transparent about what we do and how we do it. Here we’ve gathered some information about our complaints process.

How Do We Deal With Complaints?

We deal with complaints quickly, in detail, in plain English, confidentially and hopefully to your satisfaction. These are the standards that we work to:

  • Acknowledging all complaints within 24 hours of receiving them.
  • Responding to all complaints within 1-3 working days, 10 days for complex ones.
  • Being courteous, sympathetic and respectful at all times.
  • Providing feedback on progress where it is appropriate to do so.
  • Ensuring all Clarion UK staff are trained in and familiar with this policy and procedure.
  • Providing you an appeals process outside Clarion UK, whether that is Newham Language Shop (for legal bookings) or Cambridge HR solutions.
  • All feedback is treated with 100% confidence and has no relationship to how we assign bookings to our partners.
  • If you are a British Sign Language user, we have 3 staff who are fluent in BSL and would be happy to talk over Facetime or Skype.

Why Are We Doing This?

We can only grow and learn if we grow and learn with you.  We want you to feel connected with us, part of the team, know that you have a voice and know that we are here to listen when you have concerns and worries.

We have a lovely office in the Cambridgeshire countryside with an open-door and a welcoming team. Please feel free to pop in and meet us, the kettle is always on.

How Can You Contact Us?

Call:  01763209001

Welcome Pack

Our new welcome pack lists key people to talk to if you are unhappy with our service or the way your complaint has been handled. You can download or browse it here.

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