Last updated: February 6, 2026
This Complaints Procedure explains how Certified Visa Translation (“we”, “us”, “our”, or “the Company”) handles complaints relating to our translation, transcription, interpretation, certification, notarisation, apostille, legalisation, and related language services.
We aim to provide professional, accurate, and reliable language services. However, if you are unhappy with any aspect of our service, we will review your complaint fairly and respond in accordance with this procedure.
1. Scope of This Procedure
This procedure applies to complaints about:
- Translation accuracy
- Transcription accuracy
- Formatting or layout issues
- Certification wording or presentation
- Project communication
- Delivery issues
- Customer service
- Billing or invoicing concerns
- Any other issue relating to the service provided by Certified Visa Translation
2. Before Making a Complaint
If your concern relates to a simple correction or revision, please contact us first so that we can review the matter.
Examples may include:
- Typographical errors
- Spelling of names
- Missing text
- Formatting issues
- Minor certification amendments
- Clarification of wording
Where the issue is caused by our mistake, we will correct it free of charge where reasonably possible.
3. Time Limit for Complaints
Any complaint regarding completed work must be submitted within ten (10) business days of receiving the completed deliverables.
If no complaint is received within this period, the work will be deemed accepted, and we may be unable to review the matter as a formal complaint.
Complaints submitted after this period may still be reviewed at our discretion, but additional charges may apply if further work, amendments, or reissuing of documents is required.
4. How to Submit a Complaint
Complaints must be submitted in writing by email to:
hello@certifiedvisatranslation.co.uk
Please include the following details:
- Your full name
- Order number or invoice number
- Date the completed work was delivered
- The document or file name
- A clear explanation of the issue
- Specific examples of the problem
- Any supporting evidence, reference material, or authority feedback
- Your preferred outcome, where applicable
We may be unable to investigate the complaint properly if sufficient information is not provided.
5. Acknowledgement of Complaint
Once we receive your complaint, we will aim to acknowledge receipt by email.
We may ask for further information, supporting documents, or clarification before we can fully investigate the matter.
6. Investigation Process
We will review the complaint carefully and may take one or more of the following steps:
- Review the original source document
- Review the completed translation or transcript
- Check the client’s original instructions
- Review email communications and agreed requirements
- Consult the translator, transcriptionist, reviewer, interpreter, project manager, or relevant team member
- Compare the complaint against the agreed scope of work
- Review any feedback provided by an authority, solicitor, embassy, court, university, employer, or other third party
Our investigation will focus on whether the completed work was delivered in line with the agreed instructions, service type, source material, and reasonable professional standards.
7. Possible Outcomes
After reviewing the complaint, we may decide to:
- Correct the issue free of charge
- Provide a revised version of the document
- Explain why the original work is correct
- Offer clarification regarding wording, terminology, or formatting
- Offer a partial remedy at our discretion
- Confirm that the request falls outside the original agreed scope
- Provide a quote for additional amendments or further work
- Reject the complaint where it is not supported by evidence or does not relate to an error by us
8. Linguistic Preferences and Subjective Changes
Translation, transcription, and interpreting services can involve professional judgement. Different qualified linguists may express the same meaning using different wording, structure, or terminology.
A complaint will not normally be accepted solely because of:
- Personal stylistic preference
- Alternative wording preferred by the Client
- Terminology preferences not supplied before work started
- Formatting preferences not agreed before confirmation
- New instructions provided after delivery
- A third party requesting a different style or format
- The Client changing their mind after delivery
Where changes are preference-based or outside the original scope, additional charges may apply.
9. Authority or Third-Party Rejection
If a receiving authority, solicitor, embassy, court, university, employer, government department, or other third party raises an issue with the completed document, please forward their comments to us in writing.
We will review the feedback and advise whether the requested change is:
- A correction caused by our error
- A clarification or reissue request
- A new requirement not previously provided
- A formatting or wording preference
- An additional service requiring a further fee
We are not responsible for rejection caused by requirements that were not provided to us before the order was confirmed.
10. Refunds
Complaints do not automatically entitle the Client to a refund.
Once work has started, no refund is available, as every translation, transcription, certification, or related language service is bespoke and prepared specifically for the Client’s individual requirements.
Where an issue is caused by our error, our usual remedy will be to correct or revise the work, where reasonably possible.
11. Urgent and Priority Orders
For urgent, same-day, next-day, or priority orders, the Client accepts that work is completed within reduced timeframes.
We will still use reasonable skill and care, but accelerated delivery may limit the time available for refinement, formatting, or stylistic review.
Complaints relating only to stylistic preference, minor variation, or subjective wording in urgent projects may not be accepted as valid grounds for refund or cancellation.
12. Escalation
If you are not satisfied with our initial response, you may request that the complaint is escalated for further internal review.
Please explain why you disagree with the outcome and provide any additional evidence or clarification.
We will then review the matter again and provide a final response.
13. Final Response
Once our final response has been issued, the complaint will be considered closed unless new and relevant evidence is provided.
Further amendments, reissues, or additional work requested after the final response may be chargeable.
14. Legal Rights
Nothing in this Complaints Procedure affects any statutory rights that cannot be excluded by law.
This procedure should be read together with our Terms & Conditions, Privacy Policy, Cookie Policy, and Refunds & Revisions Policy.
15. Contact Us
For complaints or service-related concerns, please contact:
Certified Visa Translation
Email: hello@certifiedvisatranslation.co.uk
Website: https://certifiedvisatranslation.co.uk/