Omnilingua has provided specialist medical and technical translation for more than 25 years, and we aim to deliver a consistently high standard of work and service. If anything has fallen short of your expectations, we want to hear about it.

Every complaint and comment is reviewed and fed back into our ISO 17100:2015 certified quality processes, helping us improve the service we provide to all our clients.

How to raise a complaint

You can contact us by:

• Email: mkg@omnilingua.co.uk
• Telephone: +44 (0)1932 702221
• Post: 4 Anchor Cottages, High Street, Angmering, Surrey, United Kingdom, BN16 4AG
• Your project manager: speak to your usual contact at Omnilingua

So that we can look into the matter quickly, please include:

• Your project or purchase order reference, where available
• The document(s) and language(s) concerned
• The date the translation or service was delivered
• A description of the issue, with examples where possible
• The outcome you are looking for, if you have one in mind

What happens next

1. We will acknowledge your complaint within one working day.
2. A senior member of our team will review the project file, including the translation, revision and quality checks carried out.
3. Where needed, we will consult the translators, revisers or other specialists involved.
4. We will send you a written response within 10 working days wherever possible.
5. If the investigation needs more time, we will keep you updated and give you a revised date for our full response.

Putting things right

Depending on the circumstances, we may:

• Correct the translation and supply a revised version free of charge
• Have the translation re-checked by a second qualified linguist
• Offer a discount or a credit note against your account
• Review the delivery or project management process involved
• Agree another appropriate remedy with you

Where a complaint points to a wider issue, we record it, identify the root cause and take corrective action to prevent it happening again.

If you are not satisfied with our response

You can ask for your complaint to be escalated to a director, who will review the case afresh and issue a final written response. Omnilingua is an Associate Member of the Association of Translation Companies (ATC). If we are still unable to reach agreement, the matter may be referred to the ATC under its dispute resolution procedure. Our full terms and conditions also apply.

Confidentiality

Complaints are handled in confidence. Information is shared only with the staff and linguists who need it to investigate and resolve the matter, and any personal data is processed in line with our privacy policy.

Our commitment

All feedback, positive or otherwise, helps us improve. Our aim is to resolve every concern promptly and fairly, and to continue earning the trust our clients place in us.