Skip to main content

Complaints Handling Procedure

We are committed to delivering high-quality translation and interpreting services. This policy explains how clients can raise concerns and how we handle complaints fairly, transparently, and efficiently.

What is a Complaint?

A complaint is any expression of dissatisfaction relating to:

  • Translation quality or accuracy
  • Interpreter conduct, professionalism, or performance
  • Delays, missed appointments, or service failures
  • Communication or customer service

How to Make a Complaint

Complaints can be submitted via:

Please include:

  • Your name and contact details
  • Service details (date, job reference if available)
  • A clear description of the issue
  • Any supporting evidence

Our Complaints Process

Stage 1 — Acknowledgement

We will acknowledge your complaint within 2–5 working days.

Stage 2 — Investigation

We will investigate thoroughly, which may include:

  • Reviewing relevant documents or files
  • Speaking with the interpreter, translator, or supplier involved
  • Reviewing internal processes and communications

Stage 3 — Response

We aim to provide a full written response within 10–20 working days. Our response will include:

  • Investigation findings
  • Any corrective actions taken
  • Proposed resolution (if appropriate)

Escalation (Internal Review)

If you are not satisfied with our response, you may request a further review.

Escalation contact:

  • Operations Manager: Shannon Loak
  • Address: Unit 1, 9A Farnham Trading Estate, Farnham, Surrey, GU9 9NN

A senior review will be conducted and a final written response will be issued within 10 working days.

Workforce and Use of External Suppliers

To support service delivery, we use a combination of in-house professionals and external suppliers:

  • We employ in-house interpreters who are experienced and vetted, but are not registered with statutory or independent regulatory bodies
  • Some interpreters are sourced through trusted external agencies
  • Some translation work is delivered by translators certified via the Chartered Institute of Linguists (CIOL), or through trusted agencies registered with the Association of Translation Companies (ATC)

Where a complaint involves an individual interpreter or external supplier:

  • We remain responsible for investigating and managing your complaint
  • We will liaise directly with the individual or supplier involved
  • We will take appropriate corrective action where required

External Escalation Options

Via Nova Translation Services are not subscribed to an Alternative Dispute Resolution (ADR). However, you may seek independent mediation or dispute resolution services, such as the Centre for Effective Dispute Resolution (CEDR).

Complaints About External Suppliers

If your service involved an outsourced interpreter or translation provider:

  • You may raise a complaint directly with the supplying agency
  • Agencies registered with the Association of Translation Companies (ATC) are expected to have their own complaints procedures
  • We can provide supplier details upon request

Consumer Advice

You may seek guidance from Citizens Advice Consumer Service, who may refer the matter to Trading Standards if appropriate.

Legal Remedies

You retain the right to pursue legal options, including Small Claims Court (e.g. for breach of contract or financial disputes).

Professional Standards

  • Translators engaged directly are certified by the Chartered Institute of Linguists (CIOL)
  • Partner agencies are members of the Association of Translation Companies (ATC)
  • In-house interpreters are recruited, vetted, and monitored internally to ensure quality and professionalism

All staff and suppliers are expected to follow internal codes of conduct and confidentiality requirements.

Confidentiality

All complaints are handled confidentially and in line with data protection laws. Information is only shared where necessary to investigate and resolve the issue.

Continuous Improvement

We record and review complaints to:

  • Identify trends and areas for improvement
  • Improve service quality and delivery
  • Prevent recurring issues