Complaints and Feedback

At Anglia Translations Ltd, we are committed to providing a high standard of translation and client service. If something has not met your expectations, please let us know. We take all feedback seriously and use it to improve our services and our quality management processes in accordance with ISO9001:2015.

How to contact us
You can make a complaint by:

• Emailing: sales@anglia-translations.co.uk
• Calling: 01480 411514
• Writing to: Unit 2 The Incubator, The Boulevard, Alconbury Weald Enterprise Campus, PE28 4XA, UK
• Contacting your usual project manager.

To help us deal with your complaint quickly, please include:

• Your project reference, if you have one.
• The date of the service or delivery.
• A clear description of the issue.
• Any relevant examples or supporting information.
• The outcome you would like, if known.

What happens next
Once we receive your complaint, we will:

1. Acknowledge it promptly (within 1 working day).
2. Review the project record and any relevant quality checks.
3. Investigate the issue fairly and objectively.
4. Contact any relevant team members or suppliers if needed.
5. Provide you with a written response within 10 working days, where possible.
6. If we need more time to investigate, we will keep you informed and let you know when you can expect our full response.

How we resolve complaints
Where appropriate, we may:

• Correct the work & provide a revised translation at no extra cost.
• Provide a discount against the invoice.
• Provide a credit note on your account.
• Recheck the translation or delivery process.
• Offer another suitable remedy, depending on the circumstances.

If the complaint highlights a wider process issue, we will also record it internally and take corrective action to help prevent the problem from happening again, in accordance with ISO9001:2015.

If you remain dissatisfied
If you are not satisfied with our initial response, you may ask for the matter to be reviewed by a senior manager or director. We will carry out a further review and issue a final response. In the event of the parties being unable to agree, the entire case shall be submitted to the Independent Arbitration Committee of the ATC whose decision will be final and binding upon both parties.

Confidentiality

We handle all complaints confidentially and only share information with employees or suppliers who need it to investigate and resolve the issue.

Our commitment
We value feedback and see complaints as an opportunity to improve. Our aim is to resolve issues fairly, learn from them, and maintain the trust of our clients.