Commitment to best practice
For the benefit of organisations and individuals ("Users") using the services located by Regional Language Network (RLN) London's Service Finder, we have prepared a 'commitment to best practice' for registered service providers ("Providers") to sign up to. This commitment sets out clear standards which Users can expect from the Providers they contact.
1. RLN London and the Service Finder
1.1 RLN London is funded by the London Development Agency to promote language and cultural skills for the benefit of businesses and communities in the capital – through networks, signposting and best practice.
1.2 RLN London's Service Finder is an on-line service designed to facilitate access by businesses and individuals in London to providers of a searchable range of language and cultural services. The service is provided and maintained free of charge to Users and Providers, and relies on the integrity of all parties.
1.3 Providers must not act in a way which might bring discredit on RLN London, its Service Finder or the London Development Agency. Providers must not disparage or criticise other registered Providers. While RLN London disclaims all responsibility for services supplied by Providers to Users (see Terms and conditions of use), written complaints by Users will be investigated.
2. Customer service and response
2.1 Providers contacted should respond promptly and courteously to User enquiries (whether by telephone or email), and in all instances within 5 working days of the initial enquiry. Where services cannot be offered for whatever reason, Providers will give an explanatory response to this effect.
2.2 All estimates, quotations and initial advice will be offered to Users free of charge or obligation.
3. Honest practice and professional standards
3.1 Providers must not make false claims about their skills, experience, professional membership, qualifications or those of their organisation.
3.2 Providers shall at all times be of good reputation. Particular matters for concern and full disclosure might include: conviction of a criminal offence or committal under bankruptcy proceedings; censure or disciplining by a court or regulatory authority; unethical or improper behaviour towards Users or other clients and potential clients.
3.3 Providers will endeavour to ensure they are covered by categories and levels of professional indemnity and public liability insurance appropriate to their area of work. Details should be provided to Users on request.
3.4 Providers will act at all time in accordance within Data Protection legislation and be committed to equal opportunities in the workplace.
4. Site access and maintenance of records
4.1 Any username or password generated by the Provider must remain confidential and not be shared with any third parties.
4.2 Information supplied by Providers to RLN London to populate its Service Finder database should always be current, reliable and accurate. The Provider's profile must not contain any content that is liable to offend, for example that is defamatory, racist, obscene, sexist, abusive or prejudiced. RLN London reserves the right to edit or remove Providers' profiles. The Provider undertakes to maintain and update their record as and when necessary, and respond to periodic requests from RLN London to review and update records centrally.
