Frequently Asked Questions
Have a question? We’ve got you covered. Browse our frequently asked questions to find fast, clear answers and helpful support.
Customer FAQs
How/Who should I contact if I require assistance with a booking?
You can contact our Bookings Team at bookings@translateuk.net or alternatively, you can call us at 01422 253353.
Where can I see details on my booking?
You can check the portal using the unique reference code provided to you in your confirmation email.
You can also, contact our Bookings Team at bookings@translateuk.net or alternatively, you can call us at 01422 253353.
What do I need to inform you about to request a booking?
If you would like to request a booking, email all the necessary details to bookings@translateuk.net for interpreting and translations@translateuk.net for translations.
Where should I go if I would like to make a complaint?
If you wish to raise a complaint regarding an interpreter or member of staff, you 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.
What should I do if the interpreter has not arrived on time?
If the interpreter has not arrived on time, please contact and inform the Bookings Team at bookings@translateuk.net. They will then be able to try and contact the interpreter on your behalf to see where they currently are. Depending on the status of the interpreter you can then agree if you would like to wait for the interpreter, source a new interpreter or cancel the booking.
Can I request a specific interpreter?
Yes, if you require/prefer a specific interpreter you can request for that interpreter, and we will confirm with them if they are available. Please note that we can only check with specific interpreters who we have on our system.
Can I contact you for urgent Jobs?
All jobs must first be sent to the primary supplier, after which jobs may then be sent to us if required.
How long will you take to book an interpreter?
We will try and book the interpreter the same day we receive the booking, please note that depending on the requirements for the booking we may not be able to source straight away, we will let you know as soon as we have sourced an interpreter.
What areas of the UK do you cover for face-to-face interpreting?
We can provide services across the entire UK. With a network of professional interpreters based throughout England, Scotland, Wales, and Northern Ireland, we can arrange on-site interpreting nationwide.
Are your interpreters qualified and DBS checked?
Yes. All of our interpreters undergo a thorough vetting process before registering. We work only with qualified, professional interpreters and can provide DBS-checked interpreters where required.
Our commitment to quality and safeguarding means you can be confident that your assigned interpreter has been carefully assessed to deliver a reliable, professional service.
Is remote interpreting as effective as face-to-face interpreting?
Remote interpreting can be just as effective as face-to-face interpreting, and sometimes more convenient as less travel is required. However, face-to-face interpreting may offer additional benefits through the use of non-verbal cues and in-person interaction.
How long does a document translation take?
Our translation turnaround times depend on the size of the document(s) provided. Our translators can translate around 2,000 words per day. However, if you require a faster turnaround, the word count can be split amongst translators to solidify a quick delivery.
What file formats can you accept and return?
We work with a wide range of file formats, including Word documents, PDFs, JPEGs, PNGs, and audio/video files such as MP4. If you have a specific file type, please contact us and we’ll be happy to advise.
How do you keep my documents confidential?
We take confidentiality seriously. All documents are transferred through our secure Egress portal and handled in accordance with GDPR requirements, helping to ensure your information remains protected at every stage.
Are your interpreters experienced in court and legal proceedings?
Yes. Our legal interpreters are experienced in court hearings, solicitor appointments, police interviews, tribunals, and other legal proceedings. They understand legal terminology, follow strict confidentiality requirements, and provide accurate, impartial interpretation to support clear communication throughout the process.
Are your medical interpreters familiar with clinical terminology?
Yes. Our medical interpreters are experienced in healthcare settings and have a strong understanding of clinical and medical terminology. They support clear and accurate communication during GP appointments, hospital consultations, mental health assessments, and other healthcare interactions, while maintaining strict confidentiality and professionalism.
Interpreter FAQs
Where can I upload a bookings timesheet to?
Once you have completed your interpreting assignment, you need to upload your signed timesheet to the portal. If you require guides on how to use the portal, you can find them in the Public File Directory.
How can I register with Translate UK?
If you would like to register as an interpreter with Translate UK, please send your CV to register@translateuk.net.
Before applying, please ensure that you:
- Are based in the UK.
- Hold one of our accepted interpreting qualifications.
You can view the full list of accepted qualifications and registration requirements on our Interpreter page.
Where can I supply you with my current DBS and any other security clearances?
If you have not already, please send us your updated security clearances to register@translateuk.net
What if I don’t have any up-to-date security clearances?
If you don’t have any new or up-to-date security clearances, we can help support you in acquiring a new security clearance. Please email register@translateuk.net for assistance.
Where can I supply you with my current or updated Qualifications?
If you have not already, please send us your any new qualifications to register@translateuk.net
Where can I find your guides to help use your portal?
If you require guidance on anything or want to refresh your knowledge with using the portal, please view our portal guides here.
What should I do if I am not available for a booking anymore?
Inform the bookings team as soon as possible, this can be done via email bookings@translateuk.net or phone 01422 253353.
Where should I go if I would like to make a complaint?
If you wish to raise a complaint regarding a client or member of staff, you 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.
I am concerned about my Wellbeing, or mental health where can I look to find help?
If you are concerned about your wellbeing or mental health, please contact us and let us know, we can provide you with material to help and support you as well as provide any next steps.
I have concerns about a booking I am on / finished and would like to report it?
If you are concerned about an incident that occurred during a booking, please report to us, we will be able to investigate the situation to see if any actions are required, and inform you if you would be required in an investigation.
How will I be contacted about jobs?
You could either be called by a member of our team or emailed. The email could be an auto offer or a manual offer, and it will come from bookings@translateuk.net
What if I am available but don't want to work at the rate offered?
As you are working on a freelance basis, you are welcome to let us know the rate you would be willing to accept. While we cannot guarantee that the job will be allocated to you, please feel free to email or call us to discuss this.
Why do I need to complete a rate change form?
This is to ensure that the rates are clearly agreed and that we have an accurate record of your fees for both job allocation and payment purposes. It also helps make the process more streamlined and efficient for everyone involved.
Why am I not getting jobs anymore?
This may be due to qualification requirements, costs, or the level of demand for your language. In some cases, we may not currently be receiving requests for that language. Please contact the Bookings or Registry team and we will be happy to check this for you.