Complaint

How can I send my complaint to Books4Languages?

We value your opinion

We hope to make your experience of dealing with Books4Languages an excellent one and we welcome your comments, suggestions and details of satisfaction or dissatisfaction. This could be about the service you have experienced when contacting us, or when using any of our products or services.  We would also like to hear from you if a particular member of staff has provided exceptional service.

What we will do

All customers are dealt with seriously and impartially and are responded to promptly, regardless of the subject matter. We aim to respond to your comment or suggestion within 48 hours. Comments or suggestions that are more complex may take longer to deal with.  In these cases, we will keep you updated on the progress.

We will draw upon information received from your comments and suggestions in order to improve our products and services.

The information you provide will be kept according to the GDPR which has been in force since  25 May 2018 in Europe. The data you will supply will be used to help us improve our services. We will only use your contact details if you choose to provide them, as provided in our Privacy Policy. We will not pass your contact details to a third party.

Our customer service team provides information and guidance about Books4Languages and its books and services

There is no charge for contacting the customer service team, but some of Books4Languages products and services that we provide information about or recommend to you have a cost involved.

How to make a complaint

If you wish to make a complaint, you can do so by email. All complaints should be made within 90 days of the date that the event occurred, or the date that the issue came to your attention.

Handling Your Complaint

We aim to resolve as many issues as we can the very first time you contact us. The member of staff you talk to will aim to see it through to resolution wherever possible, but he or she may need to liaise with other colleagues to make this happen.

In some cases, you may receive your response from the person or department responsible for that aspect of our work. In the infrequent cases where your complaint is of a serious nature if you remain dissatisfied with our conclusion, the matter may be escalated to a higher level. More detail surrounding this will be provided when we handle your complaint.

Remedies

The general principle we follow is that complainants should, so far as possible, be put in the position they would have been in had things not gone wrong. We aim to provide practical remedies wherever possible. When we get things wrong, we aim to: Sincerely apologise and take responsibility. Acknowledge and explain what went wrong and why. Endeavour to put things right without delay. Learn lessons from your complaint to improve our services.

Confidentiality

Your complaint will be dealt with in the strictest confidence, in line with our Retention Policy and Privacy policy. Information about you will be shared internally, only as necessary to investigate and resolve your complaint. We will only disclose your information to third parties with your consent, or if we are legally required to do so. Under Spanish data protection law, you have the right to ask for a copy of the information we hold on you, and the right to ask us to correct any inaccuracies in that information.

For further information on this please contact us or see our website.

External Review

If your complaint is particularly serious and has reached our highest internal level when responding to you we will provide information on how to have your case assessed for investigation by our independent review body, should you remain dissatisfied.

Accessibility

If we are unable to answer your question directly, then we will guide you to someone in the organisation who can. If you have a specific enquiry but do not know who to speak to, we can put you in contact with the right person or team. Our staff are trained in the use of plain English, and we aim to make the information we provide as clear as possible. We are also able to provide information in Spanish if this is needed.

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Type of problem:
GeneralIntellectual-propertyTrademarksPersonal data