Complaints policy

1. How to complain

Email hello@amberlinguistics.com with "Complaint" in the subject line, or reply to any message from us. Tell us what happened, what it affected, and what outcome would put it right for you. You can write in English or Polish.

2. What happens next

We acknowledge your complaint within 2 working days.

We investigate and give you a full written response within 10 working days. If it will take longer, we tell you why and when to expect the response.

Complaints about the quality of a translation are reviewed against the source document line by line by the certifying linguist, and where any error is found, it is corrected free of charge and we tell you what went wrong in our process.

Complaints about interpreting or conduct are handled by the director not involved in the assignment, so the person you are complaining about is never the person judging the complaint.

3. If you are not satisfied

Ask for your complaint to be escalated and it will be reviewed afresh by a director of Pink Commerce Ltd, with a response within a further 10 working days.

If your complaint concerns personal data, you can raise it with the Information Commissioner's Office at ico.org.uk at any time.

If you are a consumer, you may also use the courts of England and Wales, or your local UK courts, as set out in our terms of service. Nothing in this policy limits your legal rights.

4. What we do with complaints

Every complaint is logged with its outcome and reviewed when we update our processes. The point of a complaint is that the same thing does not happen to the next person.