FAQs
Frequently Asked Questions
This guidance explains how Commissioning Bodies should manage interpreter bookings under the contract agreement and when to contact theBigWord or Translate UK.
How/Who should I contact if I require assistance with a booking?
If your booking has been transferred to us from the primary supplier, theBigWord, then you can contact our Bookings Team at bookings@translateuk.net or alternatively, you can call us at 03300 552196
Where can I see details on my booking?
Details of your booking can be found within the notification emails sent by our system. Notifications will be sent in the following circumstances:
- When the job is transferred to us and created on our system
- When an interpreter has been assigned and confirmed to the job
- When an amendment has been made to the booking
- At 23:59 the day before the booking if an interpreter has still not been sourced
- When the job has been cancelled
You can also contact our Bookings Team at bookings@translateuk.net, or alternatively you can call us at 03300 552196
What do I need to inform you about to request a booking?
Your request should be sent to the primary supplier first; the primary supplier will then provide us with all the booking details if required,
Where should I go if I would like to make a complaint?
If you wish to raise a complaint regarding an interpreter or member of staff, you should follow the Translate UK Complaints Procedure.
Complaints should be submitted to complaints@translateuk.net
To help us investigate the matter thoroughly, please include:
- The booking reference (where available)
- The date and time of the appointment
- A detailed description of the issue
- Any supporting information or evidence
All complaints will be reviewed and managed in accordance with our formal complaints procedure.
Where can I verify the booking start and end times?
Booking times can be verified via the Time Confirmation Form found within the confirmation email.
Commissioning Bodies will have five (5) working days from the booking date to complete the Time Confirmation Form.
Reminder emails will be sent to the Commissioning Body on working days 2 and 4 where no confirmation has been received.
What should I do if the interpreter has not arrived on time?
If the interpreter has not arrived on time, please contact and inform the Bookings Team at bookings@translateuk.net. They will then be able to try and contact the interpreter on your behalf to see where they currently are. Depending on the status of the interpreter you can then agree if you would like to wait for the interpreter, source a new interpreter or cancel the booking.
Can I request a specific interpreter?
Yes, if you require/prefer a specific interpreter you can request for that interpreter, and we will confirm with them if they are available. Please note that we can only check with specific interpreters who we have on our system.
Will anything change about our previous bookings?
Nothing will change about any previous bookings we have received / confirmed from you before the go-live date. This contract will only effect bookings created on the go live date and beyond.
Will you be using the same portal as theBigWord?
No, we will be using our own internal portal for all MoJ work.
What is the difference between the primary supplier and secondary supplier?
The primary supplier (TheBigWord) is the first point of contact for any interpreting needs. They will be the main source for interpreters supplied. Any bookings they are unable to source will then be passed along to the secondary supplier (Translate UK) where we will then try and source an interpreter for the booking.
Can I still book off contract work with you?
All bookings should be part of the contract and sent to the Primary supplier first, we cannot accept off-contract work from the Commissioning Bodies.
How do I know if the job has been transferred from the Primary Supplier to you?
The primary supplier should provide you with a notification to inform you they have transferred to the job to the secondary supplier, Translate UK.
We will also send you a confirmation email, which will include the details of your booking and a unique reference ID.
Can I contact you for urgent Jobs?
All jobs must first be sent to the primary supplier, after which jobs may then be sent to us if required.
Do I need to ask for a quote?
You will not need to ask for a quote, costs have been worked out prior with the MoJ to streamline this process.
How long will you take to book an interpreter?
We will try and book the interpreter the same day we receive the booking, please note that depending on the requirements for the booking we may not be able to source straight away, we will let you know as soon as we have sourced an interpreter.
When will Translate UK stop taking off-contract requests?
Translate UK are currently no longer accepting off-contract work that is expected to start on or after 05/10/26, and we will stop accepting all off-contract requests made after 25/09/26.
What happens if Translate UK cannot fulfil a booking?
At 23:59 the day before the booking start date, Translate UK will send the Commissioning Body an email notifying them that an interpreter has not been sourced but that we will continue to work on the request.
How will advance bookings be transferred between thebigword and Translate UK?
All advance bookings, those received by thebigword before 23:59 three (3) working days before the appointment, will continue to be made with thebigword through the WordSynk portal in the first instance. If thebigword is unable to fulfil a booking, it will automatically transfer to Translate UK at 23:59 three (3) working days before the appointment.
Commissioning Bodies will receive email notifications throughout the process, including confirmation of the transfer and updates of any changes to the booking. Once a booking has transferred, Translate UK will become the main point of contact for any queries, amendments or cancellations.
How will short notice bookings be transferred between thebigword and Translate UK?
All short notice bookings, those received by thebigword after 23:59 three working days before the appointment, will continue to be made with thebigword through the WordSynk portal in the first instance. If thebigword is unable to fulfil a booking, then it will only transfer to Translate UK if and when the Commissioning Body requests that it be transferred.
Commissioning Bodies will be able to press a button on WordSynk that triggers the transfer of the booking to Translate UK, at which point they will receive the transfer notification.