Complaints & Compliments Procedure

At Translate UK, we are committed to delivering a high-quality service and working in an open and accountable manner. We value feedback from our customers, clients, suppliers, and partners, as it helps us improve our services and maintain the highest standards.

Whether you would like to compliment our team or raise a concern, we welcome your feedback and will ensure it is handled fairly, respectfully, and promptly.

Our Aim

We aim to make providing feedback simple and straightforward. We will:

• Welcome compliments, comments and suggestions.
• Treat complaints seriously and respond appropriately.
• Deal with concerns promptly, professionally and confidentially where possible.
• Provide clear explanations, apologies or corrective actions when needed.
• Use feedback to improve our services and regularly review our procedures.

We recognise that many concerns will be raised informally and dealt with quickly.

Compliments

We are always pleased to hear when we’ve provided a positive experience.

All compliments are:

• Recorded and acknowledged.
• Shared with the relevant member of staff or team.
• Used to recognise and celebrate good service.

Please feel free to use the form at the end of this page to provide any compliments or positive feedback that you may have. Alternatively, you can phone us to provide a compliment if you’d prefer.

Confidentiality

We will make every effort to keep complaints confidential. However, in some circumstances it may be necessary to share information in order to investigate and resolve the issue. If this is required, we will explain the reasons to you.

Our Complaints Procedure

Stage 1 – Informal Resolution

We encourage concerns to be raised directly with us so that they can be resolved quickly and informally wherever possible.

If the matter cannot be resolved at this stage, it will move to the formal complaints process.

Stage 2 – Formal Investigation

If we are unable to resolve your concern informally, you have the right to make a formal complaint. The process is outlined below:

1. Submit Your Complaint
   Please send your complaint in writing to mahmed@translateuk.net.
2. Complaints About Mohammed Ahmed
   If your complaint relates to Mohammed Ahmed, please send it directly to Yasmin Ahmed, yahmed@translateuk.net for independent handling.
3. Acknowledgement
   Depending on the nature of your complaint, we will acknowledge receipt in writing within 7 days of receiving it.
4. Investigation
   Your complaint will be thoroughly investigated by the appropriate member of our team. Where necessary, findings will be discussed with any relevant staff members or suppliers involved.
5. Response
   We aim to provide a full written response within 4 weeks of receiving your complaint. If we are unable to meet this timescale, we will contact you to explain the delay and provide an update on the progress of the investigation.

We are committed to handling all complaints fairly, confidentially, and as quickly as possible.

Stage 3 – Review

If you are dissatisfied with the outcome:

1. Your complaint can be reviewed by Yasmin Ahmed.
2. If Yasmin Ahmed has already been involved, the complaint will be referred to an independent person with no previous involvement in the matter.
3. The reviewer may examine records, conduct further enquiries and request additional information.
4. A final written decision will be provided within four weeks.

The decision reached at this stage is final.