Updated - March 2026
Next Review - March 2027
Convo is committed to delivering a high-quality, consumer-centred service and operating in an open, transparent, and accountable way.
We take all complaints seriously. Every complaint will be acknowledged, investigated, and responded to appropriately, with the aim of resolving issues fairly and using feedback to continuously improve our service.
Convo is committed to providing a quality service and working in an open and accountable manner. All complaints will be listened to, responded to and rectified.
Convo aim to ensure that:
- Making a complaint is as easy as possible.
- We treat a complaint as a clear expression of dissatisfaction with our service which
calls for a timeously response.
- We deal promptly, politely and confidentially.
- We learn from complaints, use them to improve our service, and review annually our
complaints policy and procedures.
Definition of a Complaint
For the purpose of this policy, a complaint is defined as:
“Any expression of dissatisfaction, whether justified or not, about any aspect of Convo’s service, delivery, staff conduct, or systems, which requires a response.”
A complaint may relate to, but is not limited to:
- The quality, timeliness, or reliability of the service provided
- The conduct, behaviour, or professionalism of staff or interpreters
- Communication, accessibility, or failure to meet individual needs
- Technical issues affecting access to services
- Billing, charges, or administrative processes
- Failure to meet expectations, policies, or legal obligations
Complaints can be made by:
- Consumers or organisations
- Representatives acting on behalf of a service user (with appropriate consent)
What is not considered a complaint?
The following are not normally treated as complaints, but may still be recorded and
addressed:
- General enquiries or requests for information
- Feedback, compliments, or suggestions for improvement
- Issues that are resolved immediately at the point of contact
- Matters that are subject to ongoing legal proceedings
Where appropriate, these may be redirected or handled through alternative processes.
Anonymous complaints
Anonymous complaints will be considered where sufficient information is provided to allow investigation. However, it may not always be possible to provide a full response.
Making a Complaint
A complaint can be made by letter, email, by video, in person or via our form:
www.convo.io/uk/feedback
If by letter, please send complaints to:
General Manager, Convo
One Lochrin Square
92 Fountainbridge
Edinburgh
EH3 9QA
Complaints by email should be sent to complaints-uk@convo.io
1. What happens next?
- All complaints will be logged and assigned to a senior member of staff in the relevant
service area
- An acknowledgement will be sent within 48 hours, using the complainant’s preferred
communication method
- Complaints will initially be investigated at a local level
If, at any stage, a complaint is identified as serious, it may be referred directly to an external body to be determined by Convo UK. All parties will be informed in writing if this occurs.
2. Initial Investigation
- The senior member of staff will investigate the complaint to the best of his/her
ability. This will always involve contacting all relevant parties and where necessary
may include input from other staff members, professionals or independent
professional bodies.
- The senior member of staff will provide a full response to the complaint within 28
working days, in an appropriate format.
3. Further Investigation
- If for any reason the complainant is not satisfied with the initial investigation, they
should then contact the General Manager again. This can be in the form of a letter,
email or video and should explain in detail any areas of the initial investigation that
do not satisfy the complainant, and why.
- Any such complaints will be acknowledged by letter, email or video, as appropriate,
within five working days.
- The General Manager will conduct a further investigation of the complaint.
- The initial investigation will be reviewed, and all concerned parties may be contacted
to confirm - or to provide further - information. In addition, the following may be
contacted as appropriate:
- Staff members not directly involved with the service professionals
- Independent professional bodies
- The Directors of Convo
- A full response will be made either by the General Manager or Senior staff member
within 28 working days, in an appropriate format.
4. External Investigation
- If for any reason the complainant is not satisfied with the further investigation, they
should again contact the General Manager via letter, email or video, requesting that
the complaint is passed to a relevant external body.
- Complaints that cannot be settled through the above procedure will be passed to the
relevant external body. All involved parties will be informed in writing.
- Relevant external bodies will be determined by the nature of the complaint, for
example:
- NRCPD with regard to communication services
- Convo’s HR Consultancy
- Convo Company Lawyer
- Employment Service with regard to equal opportunities
- Guidance Advice Board with regard to Information, Advice & Guidance
Documentation regarding the initial and further investigations, as well as any previous
correspondence, will be made available to the external body undertaking the investigation.
Accessibility Commitment
As a consumer-led organisation, Convo ensures that all aspects of the complaints process are fully accessible.
This includes:
- Accepting complaints in BSL (video format)
- Providing responses in the complainant’s preferred communication method
- Ensuring clear, effective, and inclusive communication throughout
Governance and Continuous Improvement
Convo ensures that:
- Complaints involving senior leadership are handled with independence and
appropriate oversight
- Complaint data is reviewed regularly to identify trends and improve service delivery
- This policy is reviewed annually and updated as required