Training & Guidance
This guidance explains how Commissioning Bodies should manage interpreter bookings under the framework agreement and when to contact theBigWord or Translate UK.
Making a Booking
All interpreter bookings must be made through the primary supplier, theBigWord.
Commissioning Bodies should not submit booking requests directly to Translate UK. All requests must first be placed with theBigWord, who will either fulfil the booking themselves or transfer it to us, the secondary supplier.
When a Booking is Transferred to Translate UK
If the primary supplier transfers a booking to Translate UK, the Commissioning Body will receive a booking confirmation email from our dedicated bookings team: bookings@translateuk.net
This confirmation email confirms that Translate UK has been assigned the booking and is responsible for managing it. Once the Commissioning Body has received this email, they can contact Translate UK directly regarding the appointment.
Making Amendments to a Transferred Booking
Once a booking has been transferred to Translate UK and the Commissioning Body has received the confirmation email, our team can assist with any amendments to the booking.
This may include:
- Changes to appointment dates or times
- Venue amendments
- Contact detail updates
- Additional information relating to the assignment
- Any other changes that may affect the booking
When contacting us, please provide the booking reference where possible to help us process your request efficiently.
Cancelling a Transferred Booking
If a Commissioning Body needs to cancel a booking that has been transferred to Translate UK, they should contact us as soon as possible. Depending on the urgency, this can either be by phone, 03300 552196, or by email, bookings@translateuk.net.
Early notification allows us to inform the interpreter promptly and helps minimise any cancellation costs that may apply under the framework agreement.
Please ensure that you have received a booking confirmation from Translate UK before contacting us directly regarding cancellations.
If an Interpreter Is Late or Has Not Arrived
If an interpreter is late or has not arrived at the scheduled appointment start time, the Commissioning Body should contact Translate UK by phone immediately.
Our team will investigate the situation, provide updates where available and work to resolve the issue as quickly as possible.
Following the Appointment
To support accurate invoicing and appointment records, Commissioning Bodies are required to notify Translate UK of the interpreter’s actual attendance times following the appointment.
How to Notify Us
Please submit the attendance details using the form below:
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Providing attendance information promptly helps ensure accurate processing of booking records and invoices.
Virtual Library
The Translate UK Virtual Library provides Commissioning Bodies with access to guidance, resources and useful information relating to interpreting services.
Further information will be added here.
Invoice and Accounts Queries
For any invoicing, payment or general accounts-related enquiries, Commissioning Bodies should contact our Accounts Team at accounts@translateuk.net
Alternatively, enquiries can be directed to the Business Manager at jwogram@translateuk.net
Complaints and Feedback
Translate UK is committed to delivering high-quality services and welcomes feedback from Commissioning Bodies.
If a Commissioning Body wishes to raise a complaint regarding an interpreter or member of staff, they 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.