Code of Conduct and Ethics

TranslateUK is committed to the highest standards of professional conduct, ethical practice and service quality in everything we do. This Code of Conduct and Ethics sets out the principles and standards we expect of ourselves, our staff, and every interpreter and translator working within our network.

Our code is underpinned by our ISO 9001, ISO 18841 and ISO 17100 accreditations, our membership of the Association of Translation Companies (ATC), and our obligations as a Crown Commercial Service supplier. It applies to all assignments regardless of sector, language or setting.

1. Professionalism

TranslateUK and all members of our network are committed to conducting themselves with the utmost professionalism at all times. This means:

• Arriving punctually and fully prepared for all assignments
• Dressing appropriately for the setting and sector
• Communicating clearly, respectfully and courteously with all parties
• Completing all assignments to the highest possible standard
• Representing TranslateUK and the language services profession with integrity
• Declaring any conflict of interest before accepting an assignment
• Declining assignments for which they are not suitably qualified or experienced

2. Accuracy and Quality

Accuracy is the foundation of professional language services. In legal, medical and public sector settings, inaccurate interpreting or translation can have serious consequences for individuals and organisations alike. TranslateUK and all members of our network are committed to:

• Providing accurate, complete and faithful renditions of all spoken and written content
• Conveying the full meaning, tone and intent of the source language without omission, addition or distortion
• Maintaining the register and style appropriate to the setting and the parties involved
• Acknowledging the limits of their competence and requesting clarification where necessary
• Never guessing, paraphrasing or summarising where a full and accurate rendition is required
• Correcting any errors identified during or after an assignment promptly and transparently

3. Confidentiality

Confidentiality is a fundamental obligation for all professional interpreters and translators. Information disclosed during an assignment — whether legal, medical, personal or commercial — must be treated with absolute discretion. Our network members are required to:

• Treat all information encountered during an assignment as strictly confidential
• Never disclose, discuss or share assignment content with any third party
• Refrain from making notes or recordings of assignment content without explicit authorisation
• Return or securely destroy any documents provided for the purposes of an assignment once it is complete
• Maintain confidentiality indefinitely — obligations do not cease when an assignment ends
• Report any potential breach of confidentiality to TranslateUK immediately

All members of our network are required to sign a confidentiality agreement before accepting assignments through TranslateUK. Our data handling practices comply fully with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

4. Impartiality and Neutrality

Professional interpreters and translators must remain strictly impartial and neutral at all times. Their role is to facilitate communication — not to advocate, advise, influence or intervene on behalf of any party. Our network members are required to:

• Remain neutral and impartial throughout every assignment regardless of personal views
• Refrain from offering opinions, advice or commentary on the subject matter of an assignment
• Never attempt to influence the outcome of a legal, medical or other professional proceeding
• Declare any personal connection to any party involved in an assignment before accepting it
• Withdraw from an assignment where impartiality cannot be guaranteed
• Interpret everything said accurately — including statements they may personally find offensive or distressing

5. Qualifications and Competence

TranslateUK is committed to maintaining a network of qualified, experienced and competent language professionals. We require all interpreters and translators on our network to:

• Hold appropriate professional qualifications for their area of specialism
• Maintain their language skills and professional knowledge through ongoing development
• Only accept assignments within their areas of linguistic and subject matter competence
• Disclose their qualifications, experience and any relevant limitations honestly and accurately
• Notify TranslateUK immediately of any change in their professional status or qualifications

Qualifications recognised by TranslateUK include but are not limited to the Diploma in Public Service Interpreting (DPSI), the Diploma in Police Interpreting (DPI), membership of the Chartered Institute of Linguists (MCIL), and registration with the National Register of Public Service Interpreters (NRPSI).

6. Equality, Diversity and Inclusion

TranslateUK is committed to equality, diversity and inclusion in all aspects of our business. We do not tolerate discrimination of any kind — whether on the grounds of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.

• All clients, service users and colleagues will be treated with equal respect and dignity
• Assignment allocation will be based solely on linguistic competence and professional suitability
• No interpreter or translator will be selected or rejected on the basis of a protected characteristic
• Any instance of discriminatory conduct by a network member will result in immediate suspension pending investigation

Our equality and diversity practices are reviewed annually as part of our ISO 9001 quality management audit.

7. Safeguarding

TranslateUK recognises that our interpreters and translators frequently work in settings involving vulnerable adults and children. We are committed to safeguarding the welfare of all individuals encountered during assignments. Our network members are required to:

• Hold a current and valid Disclosure and Barring Service (DBS) check where required by the assignment
• Complete safeguarding awareness training where required
• Report any safeguarding concerns arising from an assignment to the relevant authority and to TranslateUK immediately
• Never place themselves in a situation where a conflict of interest could compromise the welfare of a vulnerable person
• Maintain appropriate professional boundaries with all service users at all times

8. Transparency and Honesty

TranslateUK operates with complete transparency in all of our client and supplier relationships. We are committed to:

• Providing accurate information about our services, qualifications and capabilities at all times
• Never misrepresenting the qualifications or experience of interpreters or translators on our network
• Providing clear, accurate and itemised invoicing for all services rendered
• Disclosing any limitation in our ability to fulfil an assignment promptly and honestly
• Handling all complaints openly, fairly and in accordance with our published Complaints Procedure

9. Data Protection and Cyber Security

TranslateUK handles sensitive personal and professional data on behalf of our clients every day. We take our data protection obligations seriously and are committed to:

• Processing all personal data in full compliance with the UK GDPR and the Data Protection Act 2018
• Maintaining appropriate technical and organisational measures to protect personal data against unauthorised access, loss or disclosure
• Ensuring all network members understand and comply with their data protection obligations
• Reporting any data breach to the Information Commissioner’s Office (ICO) within 72 hours where required by law
• Maintaining Cyber Essentials Plus certification to demonstrate our commitment to cyber security best practice

10. Environmental and Social Responsibility

TranslateUK is committed to operating as a responsible business with a positive impact on our community and the environment. We aim to:

• Minimise our environmental impact through responsible use of resources and reduction of waste
• Support the use of remote and telephone interpreting where appropriate as a lower-carbon alternative to travel
• Contribute positively to the communities we serve through our language services work
• Treat all suppliers, partners and network members fairly and with respect
• Pay all invoices promptly and in accordance with agreed payment terms

Breaches of This Code

Any breach of this Code of Conduct and Ethics by a member of our network will be investigated thoroughly and promptly. Depending on the severity of the breach, consequences may include:

• A formal written warning
• Suspension from the TranslateUK network pending investigation
• Permanent removal from the TranslateUK network
• Referral to the relevant professional body or regulatory authority
• Referral to the police or other statutory authority where a criminal offence may have been committed

Clients who experience conduct that falls below the standards set out in this code are encouraged to raise a formal complaint in accordance with our Complaints Procedure.

Review and Updates

This Code of Conduct and Ethics is reviewed annually by the TranslateUK management team and updated as necessary to reflect changes in legislation, professional standards and best practice. It forms part of our ISO 9001 quality management system and is subject to independent audit.

All interpreters and translators joining the TranslateUK network are required to read, understand and agree to this code before their first assignment. Existing network members are notified of any material changes and required to confirm their continued compliance.

Contact Us

If you have any questions about our Code of Conduct and Ethics, or wish to report a concern, please contact us:

Telephone: 01422 253353
Email: info@translateuk.net
Complaints: complaints@translateuk.net
Post: TranslateUK, 15 Harrison Road, Halifax, HX1 2AF

This Code of Conduct and Ethics was last reviewed in June 2025 and will be reviewed annually or following any significant change to our regulatory or contractual obligations.